Job Details

Customer Care Technical Specialist

CrowdStreet, Portland, OR

Job - Corporate/Business

Close Date: 11/15/2019

Working at CrowdStreet

We are a team dedicated to transforming the world of commercial real estate (CRE) through technology. Our online Marketplace gives investors unparalleled access to CRE investment opportunities. Founded in 2014, CrowdStreet believes that the markets are stronger when they are more accessible, transparent, and efficient. For everyone.

Our momentum is building; we’ve just crossed over the $500 million mark in CRE investing, which demonstrates that online investing is here to stay. We are the winner of the 2019 Rising Star Award in the annual Oregon Technology Awards and the 2018 CRETECH Crowdfunding & Capital Sourcing Award.

Our headquarters are in downtown Portland overlooking Pioneer Square, the “living room” of the city. We offer great benefits, a fantastic culture, and a dog-friendly office. We consider applicants for all positions without regard to race, color, religion, national origin or ancestry, gender, age, disability, veteran status, or any other legally protected status under local, state, or federal law.

To support our company’s rapid growth, we are hiring a Customer Care Technical Specialist reporting to the Customer Care Manager within our Customer Success Organization to join our team and assist us in building a world-class customer service and support team. This role requires working directly with both external customers and internal teams.

Day to day operations involves troubleshooting not only the CrowdStreet products, but also external solutions integrated into the CrowdStreet technology stack. Resolving support cases will involve using your deep product knowledge, SQL skills, technical experience and troubleshooting ability to research data and product issues, conduct root cause analysis, provide product training, configure the CrowdStreet solution, execute SQL scripts and write knowledge base articles. You will use Jira to escalate defects and submit product enhancement suggestions that will improve product usability, reduce support ticket volume and enhance customer satisfaction. You will use your analytical skills to generate support performance metrics and track SLA results.

What You'll Be Doing:
Delight our customers (real estate sponsors and investors) and external technology partners with an excellent, timely and positive experience by providing top rated support and training.
Execute on processes and procedures to meet SLAs and Support KPIs.
Execute on processes and procedures to resolve, triage, investigate or escalate, inbound customer care incidents on the CrowdStreet platform and from third party services integrated into the platform including: DocuSign, VerifyInvestor, SendGrid, Celery, Sentry, and AWS.
Use your exceptional communication and technical skills to set appropriate expectations on timing and path to issue resolution for all customers.
Serve as product expert on CrowdStreet Marketplace and Investor/Sponsor investment transactions workflow to guide customers through all stages of the active investments.
Partner with the Product team to identify and escalate high and critical defects for expedited resolution.
Identify product defects, document issues in Jira and partner with Engineering and Quality Assurance teams to identify root causes and workarounds.
Manage Zendesk environments to provide the ideal customer experience and as a tool to communicate and manage issues to resolution.
Execute on processes and procedures to capture feedback from customer Forums and all other inquiries from the CrowdStreet Platform.
Participate in our proactive and continuous customer education program (identify/design/develop instructor-led, online learning programs) though usage of existing content and collateral library.
Partner within the Customer Success Organization to host monthly webinars, group based, and 1-1 trainings.

What We Must Have:
3+ years of SaaS application product support experience
Possess customer-centric attitude to listen with empathy and the ability to explain both technical and non-technical issues.
Technical skills necessary to conduct root cause analysis, including relational database understanding, good SQL experience and a problem solving mindset
Experience using SQL to identify root causes of data related issues, and write/execute scripts to resolve data problems
Experience with HTML, CSS, Javascript and front end frameworks
Experience triaging and working support cases using a tool such as ZenDesk
Ability to quickly master a complex B2B SaaS application
Experience training customers to learn and effectively use a SaaS and/or Marketplace business application
Ability to identify usability and functional enhancements that can increase customer satisfaction and/or reduce support call volume
Experience working with a Product Development and Product Management teams to prioritize, resolve and validate defects related to customer care/support cases

What is Nice to Have:
Experience implementing a SaaS solution such as a CRM or ERP application
Experience as a product trainer tasked with teaching customers to use a SaaS product
Experience administering ZenDesk, such as configuring the Help Center, creating alerts/triggers/automation rules, tracking performance vs. SLAs, etc.
Experience installing SSL certificates and managing AWS S3 buckets
Product Management or QA experience

\Technical writing experience

Complete details: