Customer Support Specialist (Contract)

About the job

Resonance CX Partners' mission is to help experienced professionals find opportunities that truly align with their values. We are not a staffing firm or agency. Resonance CX does not hire for these positions—we identify and validate them from customer-focused organizations directly.

Employer Industry: Property Technology (PropTech)

Why Consider This Job Opportunity

• Compensation: $31.25 per hour
• Opportunity for career advancement and growth through ongoing support and development resources
• Team-first culture that encourages collaboration and celebrates achievements
• Rotating paid holidays for work-life balance
• Chance to work with a leading and innovative company in the proptech industry
• Flexible remote work option available

What To Expect (Job Responsibilities)

• Provide Tier 2 support to users via phone by troubleshooting and resolving complex system-related issues
• Work on projects aligned with OKRs (Objectives and Key Results) focusing on continuous improvement
• Participate in quality testing scenarios and offer feedback to enhance the user experience
• Lead efforts to improve support processes while maintaining communication with customers and stakeholders
• Utilize data-driven problem-solving and technical expertise to optimize system functionality and support cross-team initiatives

What Is Required (Qualifications)

• 2+ years of experience in tier 2 customer support, with an emphasis on phone support
• Excellent written and verbal communication skills
• Experience in triaging issues with users and providing solutions in high-pressure situations
• Familiarity with PC and Mac operating systems and mobile devices
• Ability to set priorities, problem-solve, multitask, and work independently

How To Stand Out (Preferred Qualifications)

• Bachelor's degree
• Experience using CRM systems (HubSpot, Salesforce, or Zendesk) to track support tickets
• Familiarity with OKRs and experience with growth-oriented projects
• Experience in product testing and providing feedback on software updates
• Fluency in Spanish