Technical Support Engineer - (ZR_19621_JOB)

This is a remote position.

Key Responsibilities:

• Customer Support & Troubleshooting:
  

  • Respond to inbound customer inquiries via chat, email, and phone.
    
  • Act as a subject matter expert on the platform and maintain up-to-date product knowledge.
    
  • Diagnose feature issues and integrations, resolving configuration problems, identifying bugs, and escalating issues as needed.
    
  • Document customer interactions and maintain detailed support records.
    
    

• Client Relationship Management:
  

  • Provide professional and timely resolutions to customer concerns.
    
  • Build ongoing trust and confidence with customers by proactively advising and assisting them.
    
  • Communicate customer sentiment and feature feedback to internal teams.
    
  • Expand and refine the customer self-help library of articles.
    
    

• Technical & Product Support:
  

  • Conduct ongoing product testing to identify and troubleshoot potential issues.
    
  • Track and manage a comprehensive list of customer-reported challenges.
    
  • Work closely with the Product, Engineering, and Implementation teams to ensure clients receive high-quality support.
    
  • Follow established communication best practices and support guidelines.
    
    

• Reporting & Process Improvement:
  

  • Maintain and produce customer-facing reporting documents.
    
  • Identify patterns in customer inquiries and escalate recurring issues to improve the software platform.
    
    

Required Qualifications:

• 3+ years of experience in software product technical support.
  
• Strong customer service skills and ability to communicate technical concepts effectively.
  
• Proficiency in SQL and/or Postman for troubleshooting and testing.
  
• Excellent multitasking, prioritization, and time management skills.
  
• Strong organizational skills and attention to detail.
  
• Ability to quickly learn and adapt to new software and technologies.
  

Desired Qualifications:

• Experience in PropTech or real estate technology.
  
• Previous experience working in a startup environment.
  
• Bachelor’s Degree in a related field.
  

• HMO Coverage for eligible locations
  
• Permanent work from home
  
• Immediate hiring
  
• Steady freelance job