Customer Support Agent Ii (Remote)

Customer Support Agent II

Location: Remote

Role Overview

Grace Hill is looking for a technically adept and customer-focused Level II Support Specialist to join our dynamic team! This role is designed for individuals who are passionate about technology and eager to solve complex technical issues for our clients. As a Level II Support Specialist, you will be responsible for providing advanced technical support across multiple products, ensuring clients maximize their use of our platform while adhering to best practices. You will collaborate closely with Customer Success Managers to enhance client engagement, drive product adoption, and address any technical concerns effectively.

Responsibilities

• Respond promptly and professionally to client inquiries via email and phone, ensuring a high level of customer satisfaction.
• Build and maintain trusting relationships with clients through effective communication and active listening.
• Troubleshoot and resolve complex technical issues by asking insightful questions and providing clear guidance on the proper use of Grace Hill products.
• Utilize in-depth knowledge of company products and policies to assist clients and resolve their technical needs efficiently.
• Document all client interactions and technical resolutions in Salesforce, ensuring detailed and accurate records.
• Escalate significant issues to the Director, Support Services, and/or Customer Success Manager when necessary, ensuring timely resolution.
• Collaborate with cross-functional teams to facilitate seamless support delivery and enhance the overall client experience.
• Stay updated on product enhancements and technical developments to provide informed support and training to clients.
• Participate in ongoing training and development to deepen product knowledge and technical skills.

Qualifications

• High school diploma or G.E.D. required
• A minimum of 2 years of experience in a technical support role, preferably in a SaaS environment.
• Strong technical aptitude with the ability to learn multiple products and advanced technical resolutions quickly.
• Proficiency in Microsoft Office and Google Suite; experience with Salesforce is a plus.
• Excellent written and verbal communication skills, with the ability to convey technical information clearly to non-technical audiences.
• Strong analytical and problem-solving skills, with a detail-oriented approach to troubleshooting.
• Proven ability to work independently and collaboratively within a team environment.
• Results-oriented mindset with a commitment to delivering exceptional customer service.

About Grace Hill

Grace Hill is the market leader in strategic Human Capital Management and Customer Experience for the Real Estate industry. We help Real Estate operators and investors globally to improve portfolio performance by channeling the voice of their customers (residents, tenants) into how their property and team operate to drive improved NOI, vacancy and retention rates. Our software platform provides intelligent integrated solutions, including: Talent Management, Policy and Compliance Management and Customer Experience Management.

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