Description

Lofty is a high-growth, global SaaS company serving the residential real estate market. Our suite of tools addresses the daily pain points faced by agents, empowering them to launch effective marketing campaigns, track leads' activities, build lasting customer relationships, and efficiently manage teams. As a leader in our industry, we are seeking a highly motivated Website Support Specialist to join our team and drive growth within the industry. Join us on our exciting journey and help shape the future of technology within the real estate space!

We are a 3-day in-office hybrid company and are seeking employees in the local Phoenix, AZ area to join our dynamic team!

Job Overview

The Website Support Specialist is responsible for providing comprehensive customer support, troubleshooting assistance, and ongoing training to our clients, ensuring seamless utilization of our website creation tools and systems.

Responsibilities and Duties

• Take ownership of customer inquiries and issues related to website creation, from initial contact to resolution.
• Assist clients in navigating technical and business challenges, offering solutions tailored to their needs.
• Utilize various communication channels such as phone, video conferencing, chat, and email to deliver prompt and effective customer support.
• Create informative content for our customer community and knowledge base, focusing on website creation and maintenance.
• Demonstrate confidence and professionalism while troubleshooting technical issues with clients.
• Set up, manage, and maintain website services for both new and existing clients using our proprietary software platform.
• Investigate and resolve issues and bugs within the website creation tools, escalating complex problems as needed.
• Maintain consistent follow-up with clients to ensure timely resolution of pending issues.
• Provide exceptional customer support across all channels, including social media platforms.
• Contribute to special projects aimed at enhancing our website creation tools or expanding product features.
• Develop expertise in our website creation tools and the relevant industry domains to effectively address client inquiries.
• Collaborate with various teams including sales, account managers, marketing, and technical teams on cross-functional projects.

Requirements

• Previous experience in training, customer service, or technical support roles, preferably in the web development or website creation industry.
• Strong organizational and time management skills, with the ability to handle multiple tasks simultaneously.
• Demonstrated consistency in work habits, displaying a strong work ethic and attention to detail.
• Proficiency in computer skills, including a general understanding of website development, CRM systems, and mobile applications.
• Ability to multitask and work independently to meet deadlines in a fast-paced environment.
• Excellent written and verbal communication skills, with the capacity to collaborate effectively in a team setting.
• Positive demeanor and trustworthy character, committed to providing outstanding customer service.
• Proactive attitude and initiative in seeing projects and tasks through to completion.
• Ability to convey detailed information about our website creation tools and systems clearly and effectively.
• Understanding of real estate and related professions is advantageous but not required.