Client Support Representative

<div class="content-intro"><p><span style="font-size: 14pt;"><strong>Built's Mission:&nbsp;</strong>Connect and simplify doing business in real estate.</span><br><br>Built is the AI-powered platform transforming the way real estate is financed, developed, and managed. Purpose-built for real estate and construction, Built began by fixing construction draw management for lenders and has grown into a comprehensive operating system addressing some of the industry’s most complex challenges.&nbsp;Today, Built is a partner to more than 350 lenders, over 80,000 borrowers and owners, and thousands of contractors, powering 86,000 active projects valued at more than $300 billion. Learn more at&nbsp;<a href="http://getbuilt.com"><strong>getbuilt.com</strong>.</a><br>__________________________</p></div><p><strong>Client Support Representative</strong></p> <p>At Built, our Customer Support team is the first point of contact for customers seeking guidance or solutions on our platform. As a <strong>Customer Support Representative</strong>, you'll deliver exceptional experiences while mastering our industry-leading construction and real estate finance technology products. Beyond troubleshooting and guidance, you'll be a customer advocate, driving improvements to enhance the Built user experience. This role offers a dynamic, supportive environment to grow your technical expertise and professional skillset.</p> <p><strong>What You'll Do</strong></p> <ul> <li>Provide timely, effective support via phone, email, and chat, troubleshooting technical issues and clearly communicating solutions.</li> <li>Escalate complex issues to senior team members as needed.</li> <li>Collect data using monitoring and support tools to identify root causes and drive resolutions.</li> <li>Log and categorize incidents in a ticketing system to extract valuable customer and product insights.</li> <li>Document resolutions and contribute to improving internal and customer-facing knowledge bases.</li> <li>Continuously expand your understanding of Built's products, services, and tools.</li> <li>Advocate for customers and provide insights to enhance their experience.</li> <li>Maintain professionalism and confidentiality in all customer interactions.</li> <li>Meet performance metrics, including response time and customer satisfaction.</li> <li>Collaborate with the team to streamline support processes and raise standards.</li> </ul> <p><strong>Ideal Profile &amp; What You'll Bring</strong></p> <ul> <li>2+ years of experience in technical support, help desk, or customer service, preferably in software or fin