Customer Support Specialist

Position Overview:

LightBox is looking for an astute and highly motivated problem solver to provide front-line support for our customers, ensuring 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.

As a Customer Support Specialist - Lead, you will oversee a team of customer support specialists as well as serve as an initial point of contact for technical and application related inquiries and will be pivotal in establishing trust with our customers and demonstrating the value of our solutions.

What you will do and achieve:

Service

• 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

Documentation

• Contribute to company knowledge base by creating and modifying solutions

Problem Solving

• 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

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

Physical Requirements

• Office environment. No specific physical requirements

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.