Customer Support Specialist
Chicago, IL, United States
**Customer Support Specialist**
at Buildout Chicago ****About Buildout****
In 2010 Buildout pioneered commercial real estate (CRE) marketing automation. Today, with over 35,000 brokers and with 12 of the top 20 brokerages counted as customers, Buildout continues to be the leader in CRE marketing automation in addition to recently launching valuable, integrated back-office workflow and customer relationship management (CRM) solutions. Developed in close collaboration with our customers, Buildout allows brokerages to bring their expertise to every stage of their deals all from within one platform. Our vision is that CRE dealmaking will be tech-powered, but human-led. Learn more about who we are, what we do, and why were changing the face of CRE tech on our website: .
****The Opportunity****
Headquartered in Chicago with employees distributed across the country, were a fast-growing company that achieves our vision through our values of Team, Customers, Product, and Continuous Improvement. Our Support team plays an important role in upholding our values by keeping our customers at the center of everything we do. It means that we commit to creating an exceptional experience at all stages of the customer journey for the humans who we do business with.
The Support team takes great pride in providing our customers timely, efficient, and thorough assistance. As a member of the Support team focused on our Emerging Products, you will troubleshoot and analyze customer emails and live chats to provide them with an effortless customer experience. You should be driven to help customers and have the curiosity to dive deep into an ever-changing product to learn it inside and out. Providing a Buildout Quality customer experience requires empathy, initiative, and a growth mindset.
****How Youll Contribute at Buildout****
* Deliver an exceptional customer experience through one-on-one interactions in the support email queue or live chat sessions.
* Based on the customers specific need, you will decide what method of communication will be most helpful for the customer, whether that means sending them links to Help Center articles (some that you will get to create when there are new features or updating FAQs), creating personalized visual instructions with GIFs or screenshots, transferring them to a live chat, or setting up a screen-share session
* Youll collaborate with other departments including Product and Development, on behalf of our customers, to resolve and escalate issues, gather feedback to improve the product, or QA new features
* Youll educate and empower our customers to become more comfortable using the platform
* Youll optimize our Help Center documentation, share how-tos and best practices with the team, and proactively look for ways to improve processes
* Youll actively listen to our customers in order to provide solutions which address their root problems
Of course what is outlined above is your ideal day-to-day, but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager.
****What Youll Bring to Buildout****
* Experience working in a customer-facing role and strong passion for making customers successful; experience supporting multiple SaaS products preferred
* Excellent written and verbal communication skills with ability to explain complex topics to customers in a simple way
* Solutions-oriented by nature with the motivation to find issues and take the initiative to resolve them
* Strong time management and organization skills with the ability to manage and prioritize varied client requests
* Desire to learn and grow on the Customer Support team, both deeper into the technical product knowledge or into leadership opportunities
* Nice to have:
+ Experience with JIRA, Zendesk, or other customer support tools would be helpful but its not required
+ Experience working in a Tier 1 customer support role
+ Knowledge of Commercial Real Estate industry
****Perks & Benefits****
We built a benefits program to match the quality of our team. This program includes:
* Impactful insurance and benefit options, including covering 100% of employee health insurance premiums, FSA plan, STD, LTD, life insurance, and telemedicine
* Policies that support a healthy work/life balance, including generous PTO, paid parental leave, and give back days
* Equipment to set you up for success including laptop, monitor, keyboard, and mouse
* 401(k) with 4% company match and immediate vesting
* Offices in Chicago and Austin for those who prefer an office setting, plus a monthly remote work reimbursement
* Challenging problems to solve with a committed and supportive team who are invested in your growth and development
* A wonderfully quirky culture where youre encouraged to bring your whole self to work
* The salary range for this position starts at $50,000
****What We Value****
* **Team:** We achieve more as a team than apart, so we wholeheartedly commit to listening, empathizing, and giving the benefit of the doubt to our team members. We commit to inclusion by accepting people as individuals and valuing who they are. Teamwork Makes the Dream Work.
* **Customers:** We aim to empower our current and future customers and believe that customer service is a part of all of our jobs. We commit to taking the time to listen, understand, and resolve our customers unique needs.
* **Product:** We live by Q=PUE (n. pooh): Quality = Polish x Understanding x Engineering. We seek to empathetically understand the problem and always ask why. We iteratively Engineer great solutions. And we patiently Polish the result to get to Buildout Quality.
* **Continuous Improvement:** We focus on making changes for the better and believe that making small changes will lead to big improvements. We commit to challenging ourselves and each other to adapt with our environment, industry, and customers.
Buildout is proud to be an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, marital status, order of protection status, citizenship status, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.
If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected] and let us know the nature of your request and your contact information and we will consider your request.
Below, you will be asked to complete identity information for the Equal Employment Opportunity Commission (EEOC). It is required by law that we ask these questions using the format provided by the EEOC. However, we want you to know that at Buildout, we understand that gender is not binary and welcome people of all identities.
For more information about our privacy practices please visit our California residents have additional rights and should review the Additional Disclosures for California Residents section in our Privacy Policy.
**Voluntary Self-Identification**
For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.
As set forth in Buildouts Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
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