Customer Support Specialist, E-Closing

At Qualia, we've built the leading B2B real estate technology that transforms the home buying and selling experience into a simple, secure, and enjoyable process. Our SMB and Enterprise 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 digital closing platform, providing greater clarity and transparency to real estate transactions. Today, through our business customers across the country, millions of consumers use Qualia to close on homes every year.

WHAT YOU’LL WORK ON

With the combined transition of E-Closing and Qualia, we are seeking a dynamic and adaptable candidate to support our newly unified organization. ClosingVue by E-Closing is a robust, cloud-based real estate title production and closing software solution purpose-built for title and escrow agents. With our deep heritage as title closers, we built ClosingVue to meet the needs of today’s paralegals/processors, attorneys, agents, and closers by helping them work smarter, not harder.

As a Customer Support Representative, you will be the primary point of contact for the majority of E-Closing users. You will be responsible for fielding inbound calls and emails, providing training where applicable, and assisting in the resolution of technical issues. You will maintain an up-to-date understanding of E-Closing’s functionality and leverage this knowledge to enhance customers’ use of the platform and to troubleshoot reported problems. You will act as the bridge between the customer and E-Closing's internal teams to ensure that information flows smoothly and is communicated in an effective manner so as to be actionable for all parties. You will cultivate a positive customer experience that drives satisfaction and contributes to the retention of our user base. 

Standard working hours are from  8:00am to 5:00pm Eastern Time, Monday through Friday, based out of our Concord, New Hampshire office.

RESPONSIBILITIES

• Provide professional phone, and email support to all clients for all E-Closing products.
• Receive and analyze any information submitted for the validation, identification, and resolution of customer-reported issues.
• Responsible for assessing the Customer’s business need or problem, using our online tools and analytical thinking to diagnose and resolve the issue or business need.
• Responsible for accurately logging the call information into our call tracking system.
• Know how to access and troubleshoot document-related issues.
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.
• Always assure customer privacy and confidentiality in all areas of the job.
• Must be personable, positive and a professional representative of the Company.
• Foster, develop and maintain professional and collaborative working relationships.
• Interact effectively and professionally with all levels of management, employees and customers by email, phone and in person.
• Able to work overtime as requested and approved by your supervisor.
• Based in Concord, NH with the ability to work in the office a minimum of 3 days per week is required.

YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH

• 2+ years in a customer support role.
• Proficient in Microsoft Office Suite and Outlook.
• Proven ability to make decisions and conduct research to resolve issues for customers while maintaining customer satisfaction.
• Excellent verbal and written communication skills.
• Ability to communicate technical information to a non-technical audience.
• Excellent interpersonal and customer service skills.
• Skilled at prioritizing and handling multiple projects.
• Strong attention to detail and organizational skills.
• Proficient expiring using general office equipment (e.g. computer, phone, copy/fax machine, calculator) with or without the use of reasonable accommodation.
• Ability to perform under pressure and be flexible with disruptions throughout the workday.
• Repetitive and continual typing motion is required.
• Punctual and adept at time management.
• Fast learner with a drive for mastery.
• Strong team player but still a self-starter.

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. Qualia offers a robust online onboarding program to train new hires, biweekly all hands meetings, 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.