Customer Support Specialist

Customer Support Specialist

Engrain builds map-based tech that's redefining how real estate works. Our interactive, unit-level maps and powerful data integrations help over 1,000 companies—and 20,000 properties—to make smarter decisions, streamline leasing, and deliver better renter experiences. From prospect to renewal, our products give properties a spatial brain and a visual edge when it comes to property marketing and management. And it's working: our churn rate is just 5%, and we've been putting up double-digit growth numbers every year.

As a Customer Support Specialist, you will have the opportunity to be a part of Engrain's growth and dynamic environment. You will be working directly with the customer to provide support across all Engrain products. This position plays a key role in Engrain's growth and customer retention. You will have the opportunity to be a part of our Customer Experience teams while contributing to a growing and dynamic company culture.

What you'll do...

• Actively address customer inquiries, updates, and support issues via phone, email, and remote virtual meetings.
• Serve as an expert across multiple products to promptly identify solutions for customer requests, routing tasks within project management software and across departments to ensure efficient and high-quality project execution.
• Provide technical support, as well as remote troubleshooting that helps resolve hardware, software, and/or network issues.
• Ensure end users' software and hardware are performing and continue to perform correctly.
• Quality assurance of delivered work: proofread, review functionality and design, and test technology prior to confirming resolution with clients.
• Track and monitor the technical issues and steps taken to resolve the issue to ensure timely resolution.
• Provide other assistance as needed in support of the company's efforts to maintain strong, long-lasting, and mutually beneficial relationships with clients.

What you offer us...

• Foundational skills
  • Exceptional written and verbal communication skills: explain complex technical issues in a clear, concise, and easy-to-understand way. This includes strong written and verbal communication for interacting with customers via phone and email.
  • Time management and organization skills: prioritize and manage your time effectively to ensure prompt resolution.
  • Critical thinking and problem solving skills: analyze the customer's issue, ask the right questions, and think through a solution. This involves both technical troubleshooting and a general knack for figuring things out.
  • Customer empathy: remain patient, with a positive attitude, and focus on providing a helpful, supportive experience. Seek to understand and acknowledge the customer's frustration.
• Technical skills
  • Technical troubleshooting: diagnose and resolve a wide range of issues, including hardware, software, and network problems.
  • Product knowledge: become an expert on all of the company's products to effectively guide customers and identify solutions.
  • Familiarity with support software: proficiency with customer relationship management (CRM) and ticket management systems like Salesforce or Zendesk is a significant plus.
  • Quality assurance: test and review a solution before confirming it with a client. This includes proofreading, checking functionality, and ensuring the final result is up to standard.
  • Generative AI: Al assistants, and automation platforms to enhance personal and team productivity. Comfortable with supervising Al-generated outputs, ensuring accuracy in reports, communications, and logistical planning
• Interpersonal skills
  • Adaptability: can learn new information quickly and adjust with new information. The tech landscape and product information can change quickly.
  • Teamwork: can work independently, you will also need to collaborate with other departments, routing tasks, and working together to ensure a smooth resolution for the customer.

What we offer you...

• Salary Disclosure for Colorado: base salary of $57,000 - $60,000. Final offer amount is determined by factors including years and depth of candidate's experience, certifications, and skill set alignment to the job requirements
• 100% coverage of employee's health, dental and vision insurance with basic plan
• Up to 12 weeks of paid parental leave
• Up to 18 days annually of PTO & 10 holidays per year
• Dog-friendly office
• 401(k) match up to 4 percent
• Annual stipend for personal growth through our Grow475 program
• On-site amenities including a professional fitness center, flexible & modern workspace, coffee bar, happy hour taps & team member lounge

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.