Customer Support Specialist

Customer Support Specialist (Contract)

We are seeking a customer-focused, detail-oriented Customer Support Specialist (Contract) to join our team. In this role, you will serve as the initial point of contact for real estate appraisers and inspectors across the U.S. and Canada, providing real-time assistance exclusively through our online chat channels. This position focuses on delivering prompt, professional, and friendly Tier-1 supportguiding customers through standard product navigation, answering general software and account inquiries, resolving common functional questions, and escalating advanced technical challenges to Tier-2 technical specialists.

Key Responsibilities

• Deliver prompt, empathetic, and clear written support to customers, helping them navigate basic software features, account settings, and report exports. 100% digital chat support
• Comfortably handle 23 simultaneous chat conversations while maintaining high responsiveness, quality, and customer satisfaction.
• Resolve common software and workflow inquiries using internal knowledge bases. Efficiently gather necessary details to escalate complex technical issues (e.g., database errors, sync conflicts) to senior technicians.
• Identify recurring user questions or missing documentation topics and collaborate with the technical documentation team to expand self-service resources.
• Thoroughly document customer interactions, issue categories, and troubleshooting steps in the CRM/ticketing platform to maintain accurate account histories.

Qualifications & Requirements

• 1+ years of customer service experience in a digital, chat-based, or corporate environment. Prior experience with ticketing platforms (e.g., Zendesk, Salesforce Chat, LiveChat) is preferred but not required.
• Exceptional written English skills, including strong grammar, polite digital etiquette, and the ability to explain technical steps clearly and concisely.
• Comfortable with Windows, web browsers, mobile applications (iOS/Android), and digital search tools. Deep IT background is not required.
• Typing speed of 4550+ WPM with proven ability to navigate multiple browser tabs and active chat windows simultaneously.
• Ability to quickly reference internal knowledge bases and product guides to provide accurate, unscripted solutions.
• Strong work ethic, reliable attendance, and continuous commitment to shift adherence.
• Comprehensive background check required.

This job is Hybrid Remote. Pay Range: Hourly $19.00 to $19.00. We offer several comprehensive benefits package including health and life insurance, paid and unpaid time off, and retirement and savings plans to qualifying employees.

Sparks Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, pregnancy, citizenship, family status, genetic information, disability, or protect veteran status.