Client Care Specialist

Company: Crowdstreet
Location: Hattiesburg
Posted on: January 13, 2022

Job Description:

Client Care Specialist: BUILD SOMETHING MEANINGFUL Role Summary: To support our company's rapid growth, we are hiring a Client Care Specialist to join our team and assist us in building a best-in-class customer service and support team. The ideal candidate for this role enjoys working directly with both external customers and internal teams to solve problems with curiosity and empathy. The Success You'll Build: Primary Responsibilities and Impact Day-to-day operations involve troubleshooting CrowdStreet products and external solutions integrated into the CrowdStreet technology stack. Resolving support cases will involve using your deep product knowledge, technical experience, and troubleshooting ability to research data and product issues, conducting root cause analysis, providing product training, and writing knowledge base articles. You will use your customer service skills to provide consultative training and support to our external customers. You will escalate defects and submit product enhancement suggestions that will improve product usability, reduce support ticket volume, and enhance customer satisfaction.

• Delight our customers and external technology partners with an excellent, timely, and positive experience by providing top-rated support and training.
  • Utilize the Hubspot ticketing system to communicate and manage issues to resolution.
    • Execute processes and procedures to resolve, triage, investigate, or escalate, inbound incidents from sponsors, escalated incidents from investors, and third-party services integrated into the platform including DocuSign, VerifyInvestor, SendGrid, Celery, Sentry, and AWS.
    • Use your exceptional communication and technical skills to set appropriate expectations on timing and path to issue resolution for all customers.
    • Serve as a product expert on the CrowdStreet Marketplace and Investor/Sponsor investment transactions workflow to guide customers through all stages of active investments.
    • Identify product defects, document issues in Jira, and partner with Engineering and Quality Assurance teams to identify root causes and workarounds.
    • Participate in our proactive and continuous customer education program (identify/design/develop instructor-led, online learning programs in partnership with our Sponsor Enablement team) through the usage of existing content and collateral library. The experience that will help you succeed:
      • 1-2+ years of SaaS application product support experience
        • Possess customer-centric attitude to listen with empathy and the ability to explain both technical and non-technical issues.
          • Experience triaging and working support cases using a ticketing tool such as Hubspot or ZenDesk
            • Experience with B2B SaaS applications
              • Experience training customers to learn and effectively use a SaaS and/or Marketplace business application
                • Ability to identify usability and functional enhancements that can increase customer satisfaction and/or reduce support call volume
                  • Experience working with Product Development and Product Management teams to prioritize, resolve and validate defects related to customer care/support cases The competencies you'll need:
                    • Experience as a product trainer tasked with teaching customers to use a SaaS product
                    • Experience installing SSL certificates and managing AWS S3 buckets
                    • Technical writing experience preferred The How - Values: We are a diverse and collaborative organization We are connected and motivated by our common mission and goals:
                      • Collaboration: Seek diverse input, engage in healthy discussion, commit to decisions
                      • Respect: Treat others with kindness, practice empathy and inclusion, be a positive influence on others
                      • Impact: Embrace the entrepreneurial journey, focus on what matters, build something meaningful Harassment, sexism, racism, bullying, aggression, intolerance & corrosive internal politics are unacceptable. Our values and beliefs are reflected in how we hire, coach, train, lead, reward, recognize and work together as a team. How to Apply Please submit your resume online with a cover letter stating
                      • Why you're passionate about working for CrowdStreet
                      • A brief summary of how you meet each of our qualifications (including the "nice to haves"). The best way to do this is to copy/paste the requirements bullets and put a brief answer after each summarizing your relevant experience. Thank you for your interest in CrowdStreet! This position can be located in Austin TX, Portland OR or Remote in continental US. Working at CrowdStreet CrowdStreet believes that the markets are stronger when they are more accessible, transparent, and efficient-for everyone. We are a team dedicated to transforming the world of commercial real estate (CRE) through technology and have been recognized by leading industry publications including Globe St. and CRETech. Our online Marketplace gives investors direct access to commercial real estate investment opportunities, while simultaneously helping real estate sponsors and developers raise capital online. Headquartered in downtown Portland, our offices overlook historic Pioneer Square. We offer great employee benefits and are committed to fostering a fantastic culture, including moving to a permanent hybrid work environment. To help empower our employees to work where they work best, we're providing everyone with laptops, a monthly stipend to help cover expenses, and the ability to come into the office-under strict safety guidelines-as needed. We're also hosting weekly digital All Hands to keep everyone connected. Over the years, CrowdStreet has been recognized by top industry publications as a leader in the commercial real estate space. Named by The Oregonian as a 2020 Top Places to Work, CrowdStreet is also a Forbes Top 500 Best Startup Employer, part of the Deloitte Technology Fast 500, the 2020 Oregon Technology Awards Accelerate Company of the Year, and was ranked #5 for "Fastest Growing Private Companies in Oregon & SW Washington" by the Portland Business Journal. At CrowdStreet, we believe inclusion and diversity are critical in achieving our goals. We understand that differences in age, race, gender, nationality, sexual orientation, physical ability, thinking style and background bring a breadth of knowledge that makes us collectively smarter and better able to compete. We are committed to recruiting, developing, and advancing a diverse staff and engaging in the hard work that makes that possible. #LI-MC1CategoryComputer User Support SpecialistsExperience1 to 2 yearsJob typeFull time

Keywords: Crowdstreet, Hattiesburg , Client Care Specialist, Other , Hattiesburg, Mississippi