Real Estate Accounting Support Specialist

If you excel in mathematics or accounting and enjoy figuring out logic puzzles, then we bet you have the right skills for this role. The Onboarding Systems team helps troubleshoot problems within the BoldTrail BackOffice platform and assist with configuration and execution of tasks within modules including Agent Onboarding, Transaction Management, Commission Automation, Accounting and Reporting/Analytics.

Base Salary + Incentive

Key Responsibilities:

Customer Service

• Provide superior service at all times, with the ability to de-escalate
• Respond to customer chats, emails or calls, and internal teams who may need assistance (i.e. Account Managers, Implementation, etc.) in a timely manner
• Strive to provide first touch resolution as much as possible
• Understand and anticipate customer needs, and how to tailor our products to meet those needs
• Maintain effective and consistent communication across channels (chat, email, phone) with customers and internal teams regularly until resolution is reached
• Handle complaints and problems with the utmost urgency and empathy
• Provide customers with appropriate resources to help them succeed with our suite of products, including recommending Marketplace add-on suggestions when appropriate
• Display professionalism in all written and verbal correspondence
• Must be able to engage, effectively communicate and interact with customers via phone call (DialPad, Intercom, etc.), chat and email platforms.

Case Management

• Own the resolution of all assigned cases, collaborating internally where needed
• Balance workload in order to respond to/work multiple customer cases at a time
• Recording detailed activities of customer interactions using our internal ticketing system
• Quickly identify and escalate customer and product issues to Product and Engineering
• Prepare and monitor Jira tickets submitted to Product or Development teams and advocate for the customer until resolution is reached
• Troubleshoot and work with 3rd party partners to reach resolution
• Deliver product training sessions via phone and web conference software

Knowledge

• Maintain deep subject matter expertise in Inside Real Estate's back office transaction management, commissions and accounting platform
• Maintain product expertise and staying up to date with the latest product releases
• Contribute content requests to help maintain the client facing Support Site, internal canned responses, and user FAQs

Performance Metrics

• 1st Response Time
• Case Production
• Customer Satisfaction
• Call Capture
• 1st Call Resolution
• Accuracy and Quality of Cases

Skills & Qualifications:

• Four year technical degree (Computer Science, IT, IS, Accounting or related) or 2-4 years equivalent experience.
• Experience/knowledge of accounting concepts, practices, and real estate transactions.
• Ability to analyze software performance and functionality in SaaS web/mobile environments
• Familiarity with SaaS solutions and enterprise-level customers a plus
• Keen problem solving with a unique ability to think on your feet
• Proven ability to exercise judgment to deliver superior customer service
• Intellectually curious with a strong desire to see things to resolution
• Adaptable to change and able to quickly learn new tools and technologies
• Strong organizational and time management skills
• Utilize email, calls, GMeets and chats to connect with customers and troubleshoot issues
• Self-starter and comfortable taking the initiative
• Detail oriented

Additional Information:

• This is a full-time remote position based in the Philippines.
• A stable internet connection (150 Mbps or Higher)
• Professional home office setup is required.

This role is ideal for someone who loves to learn new things, solve problems and enjoys the challenge of working through all the technical kinks, as well as navigating, troubleshooting, researching, and documenting solutions.