Customer Support Specialist – U.S. PropTech SaaS

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: TYPE OF WORK

Full Time

: SALARY

Salary Wk ($222-$278) ~exchange rate

: HOURS PER WEEK

40

: DATE UPDATED

Sep 7, 2026

JOB OVERVIEW

About Us

A U.S.-based property-technology company building software for real-estate appraisers and appraisal management companies. Our products help customers manage property capture, order processing, review, and appraisal workflows.

About the role

We are hiring a Customer Support Specialist to provide accurate, timely, and courteous Tier 1 support to appraisers, appraisal management companies, and other users of our property-technology platform. You will support customers through email, chat, phone, and video, guide them through product workflows, troubleshoot common software issues, document problems clearly, and coordinate escalations through resolution.

This role is ideal for someone who combines strong communication skills with technical curiosity and personal ownership. You will not simply forward tickets—you will investigate issues, explain solutions clearly, maintain accurate records, and make sure customers receive a timely answer.

What you will do

Respond to customer questions through email, chat, and live phone or video calls.
Help customers with onboarding, account access, product navigation, uploads, order statuses, and common software issues.
Reproduce reported problems and collect and document screenshots, timestamps, device information, error messages, and exact reproduction steps.
Resolve Tier 1 issues using approved documentation and support procedures.
Escalate technical, billing, or account issues with a complete and accurate handoff.
Follow up until the customer receives an answer—do not let requests disappear between teams.
Maintain organized customer notes, ticket statuses, and follow-up tasks.
Create and improve FAQs, support templates, training materials, and internal procedures.
Participate in testing user experience scenarios; documenting results, as needed
Identify recurring customer problems and provide a concise weekly support summary.
Handle customer, property, and account information confidentially.
Required qualifications

At least two years of customer support, technical support, call-center, or SaaS support experience.
Excellent spoken and written English.
Confident and professional when handling live customer calls.
Patient and calm when helping frustrated customers.
Experience with a helpdesk or CRM such as Zendesk, Intercom, Freshdesk, HubSpot, or a similar platform.
Comfortable troubleshooting web or mobile software and learning unfamiliar technology.
Strong attention to detail and the ability to document issues accurately.
Able to work independently, manage several open requests, and communicate proactively.
Reliable computer, professional headset, quiet workspace, stable high-speed internet, and backup internet or power plan.

SKILL REQUIREMENT

Customer Support Technical Support English Speaking

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Job Post	Reporter	Rank	Reason	Date

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Customer Support Specialist – U.S. PropTech SaaS

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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