Customer Support Associate

• Serve as the primary contact for customer inquiries via email and chat
• Diagnose and troubleshoot technical issues across Building Engines, Prism, LogCheck, and Ravti
• Perform initial technical analysis to identify root causes and determine resolution paths
• Resolve Tier 1 issues independently and escalate complex problems appropriately
• Navigate multiple SaaS platforms simultaneously to troubleshoot effectively
• Leverage AI tools to enhance troubleshooting efficiency and customer response quality
• Manage an assigned ticket queue while handling incoming chats and emails
• Deliver outbound responses through callbacks and detailed ticket updates
• Communicate technical concepts clearly to customers with varying expertise levels
• Navigate challenging conversations with professionalism and empathy
• Develop strong understanding of supported platforms and customer workflows
• Create and update product documentation and customer-facing materials
• Document interactions thoroughly and create clear audit trails for team collaboration
• Contribute to the knowledge base by documenting FAQs and common solutions
• Stay current with product updates, new features, and technical capabilities
• Work independently while collaborating with peers and senior team members
• Determine escalation paths using problem-solving skills and product knowledge
• Coordinate with Product and Engineering teams when necessary
• Share technical insights with the broader support team

• 3–5 years of experience supporting multiple SaaS products in technical support
• Strong technical troubleshooting skills with ability to diagnose software issues
• Excellent written and verbal communication skills
• Proven ability to prioritize and manage varied customer escalations
• Proficiency in using AI tools to enhance support delivery and documentation
• Experience creating and maintaining technical and customer-facing documentation
• Self-driven with an enthusiastic approach to problem-solving and customer service
• Ability to work independently and collaboratively
• Commitment to ownership and follow-through
• Strong attention to detail in documentation and ticket management
• Fluent in English required (reading and writing)
• Subject matter expertise in multiple product offerings preferred
• Familiarity with commercial real estate operations and technologies preferred
• PropTech or related industry experience preferred
• Knowledge of property management systems and workflows preferred
• Advanced experience leveraging AI for technical support optimization preferred
• Portfolio of technical documentation or knowledge base articles created preferred
• Previous experience in a tiered support structure preferred

• Competitive benefits and pay
• Total Rewards program supporting career ambitions, recognizing contributions, learning, well-being, and success
• Opportunities to grow technical skills and advance your career
• Remote work arrangement