At LightBox, we strive to not only equip confident, data-driven decisions across sectors, but to also enrich lives by bringing people, information, and technology together. As a company with a wide range of clients, we believe a diverse workforce is crucial to success. Our commitment to inclusion across race, gender, age, religion, identity, and experience is the foundation upon which we operate and connect with our customers and the communities in which we work.
With our expertise, we are producing the best available data, workflow tools, technology, and analytics to support everyone making a real estate decision. There has never been a better time to make an impact and we invite you to join us on this journey.
LightBox is a leading provider of data and workflow solutions across commercial real estate and location intelligence. Our solutions deliver the depth, speed and accuracy that enable insights to over 50,000 brokers, 1,000 banks and lenders, 1,000 law firms and 5,000 environmental consulting and engineering firms.
Position Overview
The Customer Support Specialist is a highly motivated, problem solver that provides front-line support for our customers and ensures 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 LightBox as essential to their organizational success.
What you will do and achieve
- Be an initial point of contact for our clients; technical and application troubleshooting, feature walkthrough and best practice guidance for LightBox solutions
- Effectively communicate with customers via email, phone, and other electronic means to ensure effective use of LightBox 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
- Contribute to company knowledge base by creating and modifying solutions
- 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 LightBox solutions more valuable to our customers
This is non-exempt position within the $22 to $28 per hour range based on a 40-hour work week.
Who you are
Education
- Bachelor’s degree preferred
Experience
- 1-3 years' experience in Customer Support of a SaaS platform or product suite
- Experience in case management within a CRM program preferred
Key Knowledge & Skills
- 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
Core Competencies
- 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
Other Additional Experience
- 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
LightBox’s Diversity Commitment:
LightBox is fully committed to employing a diverse workforce and creating an inclusive work environment that embraces everyone’s unique contributions, experiences, and values. We believe in unity in diversity and offer a collaborative work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support, recognize, and embrace our differences.
This job description is a general listing of the required tasks and expectations of the position and in no way implies that the duties listed above are the employee’s only responsibilities. The employee is expected to perform other tasks, responsibilities and training as instructed by their supervisors. Duties and responsibilities may change at any time with or without notice.
This position may require additional hours outside of the standard work schedule including occasional holiday, evening and/or weekend hours in order to meet deadlines or to accommodate customers.
LightBox and all its holding companies are an equal opportunity/affirmative action employer. It is the policy of the LightBox 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.
Job Type: Full-time
Pay: $22.00 - $28.00 per hour
Experience level:
- 1 year
- 2 years
- 3 years
Shift:
- 8 hour shift
Weekly day range:
- Monday to Friday
Work setting:
- Remote
Work Location: Remote
