Support Specialist - Front Office - Tier 1

Inside Real Estate is a fast-growing, independently-owned real estate software firm that serves as a trusted technology partner to over 500,000 top brokerages, agents, and teams. Their branded portfolio, Bold Trail, includes Bold Trail front office, Bold Trail Back Office and Bold Trail Recruit, solutions that create a complete tech ecosystem for clients, and deliver seamless end-to-end operations, to scale success at any level.

Bold Trail delivers a unique technology ecosystem through custom branding, robust integrations, and high-quality add‑on solutions, and delivers the next generation of the company’s legacy brands, including kvCORE, Boom Town, btPRO, Brokermint, and Amp Stats solutions. With an accomplished leadership team and its talented staff, Inside Real Estate brings the resources, scale, and vision to deliver ongoing innovation and success to their growing customer base.

A Bold Trail Support Specialist is responsible for providing technical assistance, troubleshooting, and customer support to Bold Trail users. You will be the first point of live contact for Bold Trail users as well as internal staff members from other parts of the Inside Real Estate organization. In this role, you will own assigned case work from start to finish and maintain consistent communication with customers via email and over the phone until resolution is reached.

You will be accountable for timely resolution of case work, maintaining high customer satisfaction, and strong product knowledge.

• Respond to customer inquiries via phone and email about platform functionality, issues, and troubleshooting steps.
• Diagnose and resolve problems related to the platform, configurations, and integrations.
• When appropriate, conduct remote sessions to walk users through solutions.
• Escalate complex issues to Senior Specialists or Engineering when necessary, following the established escalation procedures.
• Maintain up‑to‑date knowledge of product features, updates, and best practices.
• Document all support interactions, issues, and resolutions in the internal case management system.
• Share feedback with your leaders about recurring issues and/or potential bugs to foster cross‑functional collaboration with Product and Engineering teams.
• Share feedback and findings, as needed, to the Support Operations team for continuous improvement and maintenance of knowledge base articles, FAQs, and user guides.
• Handle complaints and problems with the utmost urgency and empathy.
• Balance workload in order to respond to/work multiple customer cases at a time.
• Display professionalism in all written and verbal correspondence.

• Maintain an average case close rate of 20/day.
• Maintain a customer satisfaction rating of 90% or more of 4 or 5 star reviews.

• Maintain a call capture rate of 85% or more.
• Maintain a median email first response time of 8 hours or less.

• Associate’s or Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 1–2 years of experience in technical support, help desk, or software customer service.
• Strong understanding of software applications, system configurations, and troubleshooting processes.
• Familiarity with operating systems (Windows, macOS, Linux), databases, and network basics.
• Excellent verbal and written communication skills.
• Strong problem‑solving skills and ability to work independently or in a team environment.
• Customer‑oriented mindset with the ability to stay calm under pressure.
• Adaptable to change and able to quickly learn new tools and technologies.
• Keen problem‑solving with a unique ability to think on your feet.

• Competitive salary.
• 3 Medical plans to choose from – 1 PPO and 2 HDHPs.
• 2 Dental plans to choose from.
• Vision.
• HSA – company‑funded.
• FSAs – healthcare, limited purpose, dependent care.
• Short‑Term Disability – company‑paid.
• Long‑Term Disability – company‑paid.
• Basic Employee Life Insurance – company‑paid.
• Voluntary Dependent Life Insurance.
• Voluntary Accident Insurance.
• Voluntary Critical Illness.
• Voluntary Hospital Indemnity.
• Legal Plan.
• .
• Pet Insurance.
• 401(k) Retirement Savings.
• Paid PTO/Vacation/Sick Time.
• 11 company‑recognized holidays.
• Company‑paid Parental/Disability Leave.

• Opportunities to grow within our company.
• Potential to work in a remote setting.
• Exciting/energetic work environment and fun, creative culture.

IRE EEO Statement – We believe that the unique contributions of all Insiders are the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experiences we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, marital, veteran, or disability status.