Product Support Agent I

HomeWiseDocs.com, a RealPage Company, provides critical data and documents for real estate transactions involving homeowners associations around the United States. Our system currently processes over 10,000 real estate transactions per month. We deploy the latest technology needed to continue our growth, collaborating with major brands to meet consumer needs.  As a Product Support agent, you will work in a professional help desk/call center environment. The customer service representative will interact with customers that seek assistance with the HomeWiseDocs system. The position requires excellent communication skills and a proven record in working in a call center environment.

• Receives customer requests via Phone and helps drive first call resolution
• Document interactions in SalesForce
• Maintains and establishes relationships with other HomeWiseDocs.com Departments as it relates to job functions.
• Educate customers about terminology, features and benefits of products in order to improve product related interest and satisfaction.
• Learn our products, technically, and be able to understand how our customers use the product.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Associate or Bachelor Degree Preferred
• 1-2 years Customer Service experience.
• Ability to work accurately and with eye for detail.
• Ability to multitask
• Be able to talk to customer about our products as needed.
• Proficient in PC applications, including Microsoft Office

Top 3 Qualification:

• Great customer service skills required; minimum of 1 year providing high quality customer service
• Strong technical and troubleshooting skills
• Familiarity with basic office productivity software

Competencies:

CUSTOMER FOCUS

• Seeks to understand customers
• Identifies customer services issues
• Creates customer-focused practices
• Assures customer satisfaction

ANALYTICAL THINKING

• Identifies many possible causes for a problem
• Carefully weighs the priority of things to be done
• Approaches a complex task or problem by breaking it down into its component parts and considering each part in detail

ADAPTABILTY

• Looks for ways to make changes work rather than only identifying why change will not work.
• Adapts to change quickly and easily