Lead Generation / Pre Sales

Job Description

Job Description: Customer Service Representative - Real Estate Technology Solutions Position: Customer Service Representative Experience: 4+ years on client support team Location: Remote JD: Key Responsibilities Customer Support & Communications Deliver fast, friendly, and accurate responses via email, ticketing systems, and (occasionally) phone or video call. Translate customer-reported issues into structured, well-documented tickets using FacilGo’s support tools. Lead weekly client update calls and status checks with select strategic customers. Manage customer-facing support trackers with clear, timely updates on ticket progress and resolution. Technical Troubleshooting & Execution Run predefined scripts, queries, or configuration updates in internal systems to resolve known issues. Use Postman to inspect API payloads and verify system interactions (e.g., invoice/WO data exchange). Leverage FacilGo's EDW to identify issues in data, documentation, and workflows or support periodic ad hoc reporting requests from customers. Assist with triage of integration issues and collaborate on resolution pathways with QA and Integration teams. Participate in root-cause investigations and identify recurring support patterns. Documentation & Cross-Functional Work Create and maintain internal documentation and customer-facing how-to guides. Conduct occasional training sessions and webinars for clients to help them make the most of our software. Assist in QA, implementation setup, and catalog configuration as needed (under guidance). ● Gather client feedback on the platform and surface meaningful insights to the Product and Engineering teams. Required Qualifications Customer Service Skills 4+ years in a SaaS support or customer-facing role (ticket-based support experience strongly preferred). Excellent verbal and written communication—able to explain technical solutions clearly and calmly. Proficient in English Experience running client meetings, managing trackers, or acting as an external-facing point of contact. Organized and detail-oriented under pressure. Proactive, responsive, solution/customer-focused mindset with strong desire to help Strong time and task management with desire to ensure tasks are completed successfully and on time Ability to work flexible hours to meet customer needs (clients are US based), including occasional evening and weekends Technical Aptitude Proficiency in querying relational databases (e.g., SQL in BigQuery or similar environments). Experience using Postman or similar tools for API inspection. Basic familiarity with JSON, REST APIs, file formats (CSV/XML/EDI). ● Ability to follow and safely execute scripts using standard admin tools ● Fast learner when exposed to new tools, logs, and workflows. Show more Show less