Technical Customer Support Analyst

Job Functions:
Customer Service, Operations
Employment Types:
Irvine, CA, USA; Remote
Posted on:
About WorkSpace: Who we are: WorkSpace is a high-energy, growing SaaS business in the commercial real estate space. We build software for commercial real estate investors, owners, and operators. We are headquartered in Irvine, CA, and wholly-owned and backed by Alpine SG, a leading growth equity investor in the SaaS space. What we do: WorkSpace is solving some of the most critical challenges commercial real estate faces by automating data collection, unifying performance data, and uncovering insights lurking in the furthest corners of the enterprise. We’ve cut our teeth on top-tier investment managers, and now we’re looking to scale up and win the market. Our customers are our purpose, and we’re offering the rare opportunity to join a dynamic team and transform a massive market – one thrilled user at a time! Job Description: We seek a growth-minded Technical Customer Support Associate to deliver world class customer service to our B2B enterprise clients. You’ll be a product expert providing our customers with five-star service to turn them into raving fans of our product and team. You’ll drive certain onboarding processes soup to nuts and support our implementations team on others to ensure customers’ relationship with WorkSpace begins on the right foot. On an ongoing basis, you’ll drive issue resolution for our users across our applications. This position will report to the Technical Services Manager. This role offers strong growth potential for a motivated individual. Responsibilities: Customer onboarding: - Deliver a world class onboarding experience. Configure new properties and accounts, including: o Serve as technical point of contact during property launches, driving and tracking progress towards key milestones to ensure successful delivery o Collaborate with client to gather requirements and refine information o Vet data, troubleshoot, and reconcile data to ensure accuracy o Prep our user interface for each account o Collaborate with cross functional (e.g., engineering) and outsourced resources o Conduct in-depth training for users to maximize the value they get from our product o Enroll and activate new users in our payments ecosystem Customer support: - Drive sky-high Customer Satisfaction scores: o Resolve customer support tickets, including through QA testing o Create specifications for engineering tickets, direct tickets to the right parties, communicate needs clearly, and follow through to resolution o Skillfully reduce customer pain through professional communications via phone, email, and our ticketing system - Prioritize customer issues and product enhancement requests for our Product team - Refine our usage and reporting from ZenDesk, our ticketing system, to improve internal efficiencies, track KPIs, and identify and execute on improvement opportunities Design and document process and materials: - Develop content for our Customer Support library and live customer training, and document processes for new colleagues Business operations: - Update, maintain, and analyze Excel database of users in our payment ecosystem Your Experience: Required: - 2+ years of B2B SaaS experience in Implementations / Technical Support / Client Service - Experience working with cross-functional teams (e.g., Engineering, Product, Sales) - Experience with QA - B.A. / B.S. Preferred: - CRE industry experience and / or accounting industry experience - Experience with real estate accounting systems (MRI, Yardi, RealPage) or accounting systems (SAP, Lawson) - Familiarity with Excel - Familiarity with ZenDesk and Atlassian product suite (e.g., Jira, Confluence) - Bonus: ability to write SQL queries Your Attributes: - Self-starting orientation, tenacious solutions mindset, and commitment to bringing clarity to ambiguous situations - Meticulous attention to detail - Analytical approach - Proven organizational skills in a role that requires juggling - Passion for creating a stellar customer experience - Deep interest in the technical aspects of product and processes - Doggedness and persuasiveness in enrolling users in new products Other Information: - Location: Orange County, CA (remote considered) - Compensation: Competitive - Other Benefits: 401k matching, medical and dental healthcare coverage, FSA, gym stipend, mobile phone stipend, free parking, competitive PTO, flexible working schedule and location - Culture: Fast-paced, highly mission-driven atmosphere in a casual, laid back environment
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