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Customer Support Specialist – Resware
Boulder, CO

At Qualia, we've built a new class of real estate technology that simplifies home buying and selling into an easy, understandable, and secure process. Our products bring together users from across the real estate ecosystem---homebuyers and sellers, lenders, title and escrow agents, and real estate agents---onto a single shared platform, providing greater clarity and transparency to real estate transactions. Today, millions of consumers use Qualia to close on homes every year.

WHAT YOU'LL WORK ON

As Qualia embarks on its next phase of growth, we are seeking a Customer Support Specialist to help fuel our continued success and provide value to the customers of our robust, yet customizable Resware product. The Customer Support Specialist will make it easier for our customers to operate our software while respecting their time and unique needs. They are obsessed with problem-solving and efficiently resolving customer issues. They are highly empathetic -- they understand the stress that is inherent in the title and escrow business, and are natural educators. They know that they are our most valuable feedback mechanism for improving the product and take that job seriously as well. The ideal candidate for this role recognizes that our customers are the key ingredient to our success and embrace the responsibility of assisting them with their support issues in a positive, energetic, and timely manner. While not responsible directly for technical support, our staff has a natural inclination for troubleshooting or understanding technical tools and works alongside a separate technical support team.

RESPONSIBILITIES

  • Provide timely and highly satisfactory customer service including identifying issues, recommending solutions, and offering workarounds or hotfixes for problems which impact customer operations
  • Assist with testing and troubleshooting issues and translate between customers and our technical support and engineering teams
  • Offer focused training on proper/recommended use of the software as necessary to address customer inquiries and issues
  • Contribute to a work environment which fosters pride in being a part of a winning team and promotes personal growth
  • Maintain productivity and quality standards
  • Be responsible for stewardship of sensitive customer information

YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH

  • You've worked directly in the real estate, title and/or escrow business
  • Experience with Resware
  • Excellent organization and interpersonal skills
  • Excellent verbal and written communication skills
  • Strong software skills
  • Customer service/support experience via phone and email
  • Ability to work with all levels of customers, including end-users, management, and executives
  • Home address is within reasonable driving distance of Superior, Colorado though remote work is a possibility depending on experience

WHY QUALIA

Qualia is made up of incredibly bright, mission-driven coworkers who are passionate about using technology to solve real-world problems---and we're growing quickly. In order to continue building an engaging and dynamic organization, we're committed to giving everyone the support they need to do great work.

Our benefits package is designed to allow our team members to be their best selves, both in and out of the workplace. In addition to comprehensive health plans, a 401k program, and commuter benefits, we prioritize family and personal well-being through professional development, parental leave, and a flexible time off policy. The team is temporarily remote during the pandemic, but Qualia offers a robust online onboarding program to train new hires, biweekly all hands meetings, daily meditation sessions, and a variety of internal virtual events to keep employees connected.

We believe diverse perspectives and backgrounds are critical to building great technology, and our goal is to cultivate an environment where people feel equally valued and respected. Qualia is proud to be an equal opportunity workplace, and we welcome applicants from all backgrounds regardless of race, color, ancestry, religion, gender identity or expression, sexual orientation, marital status, age, citizenship, socioeconomic status, disability, or veteran status.

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