Providing mainly behind-the-scenes support for Customer Success Specialists, who are responsible for training new users in the software.
Provisioning new accounts for new subscribers, including setting up the correct environment, issuing passwords and providing access to the learning tools etc.
Providing a rapid response to customer support queries via Intercom help desk, by either resolving simple requests immediately investigating and solving more complex requests or logging a bug report in JIRA for the development team to address.
Updating client workflows and/or performing behind the scenes account customizations to help support users’ implementation of the app.
Conducting account “health checks” to determine who well customers are using the software, so the team can deliver targeted support and solutions.
Actioning subscription changes such as upgrades, downgrades, or cancellations.
Helping to keep the documentation updated as features change and evolve.

Minimum of 3 years of experience in Customer Success/IT Chat Support or a similar role required; candidates with experience in the mortgage broking industry are also highly desirable, even if not specifically in a Customer Success role.
Strong customer service or chat support experience in the IT industry will also be considered if there is no mortgage broking experience.
Experience working in the broking, banking, and finance industries is highly preferred. The BPO industry will also be considered if the accounts handled are same as those in the mentioned industries.
A very high level of comfort using computers, cloud software and ticketing systems such as Intercom or Zendesk is advantageous. Proficiency in the use of other ticketing systems will also be considered.
Excellent attention to detail and comfort with spreadsheets and data.
Strong written and verbal communication
Troubleshooting and problem-solving
Ability to be proactive
“Can-Do" attitude
Excellent English communication skills, both written and verbal
Experience with technical support or training is useful but not essential
Experience with loan processing or finance is useful but not essential.

Customer Support Agent

Key skills