Customer Support Specialist

Position Overview:

Light Box is looking for an astute and highly motivated problem solver to provide front-line support for our customers, ensuring they have an exceptional experience with our products and company. Keeping and delighting customers is one of our key corporate objectives. We are building a best-in-class customer service organization to ensure all our customers view Light Box as essential to their organizational success.

As a Customer Support Specialist - Lead, you will oversee a team of customer support specialists as well as serve as an initial point of contact for technical and application related inquiries and will be pivotal in establishing trust with our customers and demonstrating the value of our solutions.

Service

• Be an initial point of contact for our clients; technical and application troubleshooting, feature walkthrough and best practice guidance for Light Box solutions
• Effectively communicate with customers via email, phone, and other electronic means to ensure effective use of Light Box products
• Respond to customer inquiries in a timely manner
• Log incoming calls and emails in CRM
• Document reported issues, research known solutions in our knowledge base
• Resolve issues if possible, if not then escalate problems appropriately
• Employ remote secure access technologies such as Zoom to diagnose and resolve customer issues
• Ad hoc projects and tasks assigned by manager

Documentation

• Contribute to company knowledge base by creating and modifying solutions

Problem Solving

• Own customer issues from initial report to resolution, communicating with customers regularly regarding issue status and setting appropriate issue resolution expectations
• Work with our customers and our product management team to identify new features that will make Light Box solutions more valuable to our customers

• Bachelor’s degree preferred

• 1-3 years' experience in Customer Support of a SaaS platform or product suite
• Experience in case management within a CRM program preferred

• Outstanding problem solver and critical thinker with the ability to quickly understand and explain complicated concepts, and a superior dedication to detail
• Good communicator (verbal and written) including the ability to actively listen, ask probing questions and interact with all levels of management

• Able to set priorities and manage a heavy workload
• Able to work independently with minimal supervision
• Full committed to meeting our Service Level Agreements
• Comfortable exercising discretion and independent judgment

• Familiarity with Salesforce a plus
• Knowledgeable in Android and Apple mobile applications a plus
• GIS training / familiarity with spatial technologies a plus
• Knowledge of commercial real estate/due diligence and/or lender market a plus
• Working knowledge of JIRA a plus

• Office environment. No specific physical requirements

Light Box and all its holding companies are an equal opportunity/affirmative action employer. It is the policy of the Light Box and its holding companies to prohibit discrimination of any type and to afford equal employment opportunities to employees and applicants, without regard to race, color, religion, sex, national origin, age, disability, or veteran status.

NO TELEPHONE CALLS OR AGENCY SOLICITATION PLEASE.