Builder Lead ConverterTechnical Customer Support Specialist (TCSS)Builder Lead Converter, a leading Software With a Service (SwaS) company specializing in remodeler & home builder lead generation and sales, is seeking a talented and dedicated Technical Customer Success Specialist (TCSS) to join our team and contribute to our mission of empowering builders with effective marketing and sales tools.
Learn more about us at: At Builder Lead Converter, we understand the challenges that builders and remodelers face in generating high-quality leads and converting them into sales. Our mission is to empower our clients with cutting-edge technology and unparalleled support to transform their marketing, lead generation, and sales processes. We are committed to providing a supportive and collaborative work environment where creativity and innovation thrive.
As a Technical Customer Support Specialist (TCSS) at Builder Lead Converter, you will play a crucial role in supporting our clients by providing technical assistance, handling customer inquiries, and ensuring a seamless customer experience. You will be the front line of support for clients and customers, helping to address their queries, provide solutions, and escalate issues as needed. To do well in this role you need to be able to remain calm when customers are frustrated and have experience working with people.
Responsibilities: Maintaining a positive, empathetic, and professional attitude towards customers at all times.Promptly responding to customer inquiries and providing relevant information.Troubleshoot issues and/or log support requests for software developersCommunicating with customers through various channels such as email, SMS, Zoom, and phone support.Acknowledging and resolving customer complaints with efficiency and empathy while keeping records of interactions.Mastering product knowledge to effectively address customer questions and concerns.Provide basic training via written instructions, screenshots, or video recordings of your desktopCollaborating with colleagues to address customer needs and provide feedback on the customer service process.Ensuring overall customer satisfaction and delivering professional customer support.Qualifications: Proven customer support experience and strong phone contact handling skills.Ability to provide customer orientation and to adapt/respond to different types of charactersProficiency with High-level or similar software, along with general software knowledge.In-depth understanding of customer service principles.Product knowledge for our different software platforms.Strong focus on quality and problem-solving.Exceptional conflict resolution and information analysis abilities.Excellent communication and presentation.Ability to multitask, prioritize, and manage time effectively.Familiarity with Atlassian products including Confluence, Jira, and Trello.Basic technical skills in Google, Gmail, Google Calendar, Facebook, WordPress, and Image Editing.Highly organized with the ability to manage a Help Desk ticketing system and proficient in phone, email, and chat communication in English.Additional Details: Location: Full-time position (40 hours/week) with a long-term US-based company.Off-shore applicants are encouraged to apply. Must have a good and stable internet speed bandwidth and possess their technical equipment.Working Hours: 8 am - 5 pm CDT. Mon - Fri.Compensation: Competitive hourly wage, paid time off, floating holidays, profit sharing, flexible schedule, performance-based bonuses, and team building activities.
