Summary

If you are looking to join an innovative technology company that’s poised to revolutionize the real estate/mortgage industries, then we’d love to have you join us at Pavaso! The Technical Customer Support Specialist is responsible for providing outstanding service and support to our clients, Pavaso Implementation and Training team. Any person in this role must achieve and maintain a thorough knowledge of all Pavaso products. This Specialist works closely with and complements the Implementation Team providing product knowledge, insight, best practices, and conducts client training as required.

Essential Functions

• Provide outstanding client service by responding to phone calls, email, and personal requests for technical support in a timely manner
• Become a subject matter support expert on the Pavaso platform and all Pavaso products.
• Establish, maintain, and increase client satisfaction through professional, courteous, and caring service.
• Document, track, and monitor problems to ensure a timely resolution using the tools available for those needs.
• Follow up with clients on issue resolution and product satisfaction
• Maintain the client support portal and other support mechanisms with up-to-date information.
• Understand how and when to redirect problems that require more detailed or onsite solutions.
• Manage all outstanding issues with the assistance of the Product Management Team and the Development Team
• Recognize persistent problems and bring to the attention of the Development Team.
• Work with the Implementation Team to help complete deliverables on time and within scope.
• Contribute to company vision and direction by helping improve technical practices, as well as assisting in choosing key technologies and issues to address in a rapidly growing company.
• Regular, consistent, punctual attendance is required.
• Ability to foster, develop and maintain professional and collaborative working relationships. Must be able to get along with others internally and externally on all fronts.
• Ability to interact effectively and professionally with all levels of management, employees and customers by email, phone and in person
• Must be personable, positive, and a professional representative of the Company at all times.
• Must be able to work 40 hours per week in 8-hour shifts between 6am – 10:00pm, Monday through Saturday. After-hours on-call availability may be necessary outside of these times.
• Periodically/as-needed review closed tickets for:
• knowledge gaps
• clarity and accuracy of answers
• correct case labeling
• QA Testing when required by supervisor.
• Work with Implementation on tasks (temp libraries, Test orders, Etc)
• Must have the ability to accept supervision.
• Perform other duties as needed and assigned by supervisor

Knowledge/Skills/Experience Required

• High school diploma Required
• Client service and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong attention to detail and organizational skills.
• Proficient in Microsoft Office Suite.
• 2 years of relevant experience or equivalent combination of education and work experience is highly desirable

• Strong troubleshooting skills and ability to follow procedures
• Experience with Windows 7/8/10
• Experience with client PC connectivity – remote desktop application

Physical/Mental Demands

• Possess cultural awareness and sensitivity
• Be flexible
• Ability to work with confidential information
• Ability to perform under pressure and be flexible with disruptions throughout the workday.
• Repetitive and continual typing motion is required

Sedentary work: Exerting up to 15 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting a majority of the time. Walking and standing are required, occasionally.

We offer a competitive salary, and excellent benefit package including health, life and disability insurance; paid time off; and retirement plans.

Pavaso is an equal opportunity employer that values diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply.

The above statements reflect the principal function and most significant duties of the job and shall not be construed as a detailed description of all the work requirements that are inherent in the job.

Job Type: Full-time

Experience:

• Technical Support: 1 year (Preferred)
• customer service: 1 year (Preferred)

Shifts:

• Morning (Required)
• Evening (Required)