Customer Support Associate
Description
Who We Are
BuildingLink, powered by Bregal Sagemount, simplifies and elevates modern working and living in residential communities with inspired solutions, pioneering technology, and dedicated service. We are a rapidly growing SaaS company, providing an incredibly robust, cross-platform suite of products, serving 6,000+ properties and a growing customer base of nearly two million residents across the globe. As the preferred PropTech solution for condo/co-op and luxury multifamily buildings, we have ambitious plans to become a vital solution for all property management teams by expanding our products and extending our reach. We pride ourselves on excellence and delivering meaningful products of the highest standards that translate to measurable impact on the properties we work with.
Company Culture is at our Core
Our core values serve as the bedrock of our culture, defining who we are and what we stand for as a company. They guide our actions and inform our decisions every day, driving us towards success. It is our mission to be Bold. We think beyond what’s obvious and act with confidence and courage to bring our vision to life. We believe in strength in Unity and recognize that we are strongest when we seek to understand and care for each other first, initiate collaboration to overcome adversity and achieve goals together. We always operate with Integrity by doing the right thing, even when it isn’t easy (and especially when nobody is watching). We push to always be Learning and consistently analyze what we learn to make things better. We are intentional in everything we do and act Deliberately by asking the tough questions, making difficult decisions and connecting it all back to our ‘why’. Does this sound like a culture you can thrive in? If so, this position could be for you!
What We’re Looking For
Our support team is one of the main reasons for BuildingLink’s success over the last twenty years and we take tremendous pride in serving as one of the most highly praised customer support teams in the industry! This is a great opportunity for you if you care deeply, genuinely and passionately about customer support and about the role it plays in making others’ lives easier.
We’re looking for self-motivated, collaborative candidates who have a passion for solving problems, and a knack for communicating their message to the audience, whether business or technical. You thrive on learning and teaching something new every day, and you aren’t afraid of asking questions. You’ll work alongside experienced professionals sharing the mission of simplifying and elevating the lives of our customers through the use of BuildingLink.
If you’ve had experience providing Customer Support/Service, are technically-minded and willing to learn new things in a fast paced environment - Please apply!
Requirements
Key Responsibilities
- Taking ownership of customer issues and questions from inquiry to resolution.
- Prioritizing and responding to support tickets, phone calls, emails, and internal messages on a daily basis.
- Approaching each customer interaction with a high sense of urgency, coupled with immense care, empathy, patience, and professionalism.
- Using excellent judgment to troubleshoot customer issues, identify paths forward, and clearly communicate solutions and how-to's.
- Escalating complex technical bugs for investigation, and updating customers on developments and fixes throughout the process.
- Taking a proactive approach to individual learning
- Collaborating closely and professionally among your team and across all functional teams (Development, Product Management, and Sales) to ensure customer requests are handled in a timely manner.
- And you’re always welcome to send a funny gif every so often to brighten up your co-worker’s day.
About You
- 1-3 years of experience providing Technical Customer Service, SaaS Customer Support, or Customer Support over the phone
- Exceptional written and verbal communication skills
- Bilingual - Fluency in Spanish is a requirement for this role (additional languages (French) highly preferred)
- Experience with support and communication platforms, including FreshDesk, Connectwise, LogMeIn, Microsoft Office Suite (Excel, Outlook, PowerPoint, Word), Slack, and Trello, nice to have but not required
- Patient and comfortable engaging with diverse clientele with varying levels of computer skills and technical knowledge.
- Previous experience with a customer support ticketing system is nice to have but not required; FreshDesk is our current ticketing platform
- Comfortable working in a remote environment
- A natural client services mentality; the consistent ability to keep the needs of the client at the forefront of your actions
- B2B experience within a start-up environment helpful but not required
Benefits
What BuildingLink Can Offer You
Our partnership with Bregal Sagemount brings the resources and stability of an established company, while our startup mindset keeps us curious, energetic, and passionate about what we do.
- Annual base salary range: $59,000-$63,000 (Please Note: This range does not reflect any target or discretionary bonuses or applicable commissions)
- Remote First, Flexible PTO, Birthday Holiday, Summer Fridays, Work Anniversary Travel
- Bonus, Paid Parental Leave, Bereavement Leave
- Medical, Dental, & Vision benefits, Company sponsored HRA, Gym Reimbursement, Healthcare Concierge Service
- 401k with 4% matching
- Company Events, Holiday Parties, Friendly Office Competitions
- Professional Development Opportunities
Aside from our countless benefits and perks, we believe in providing a safe, inclusive, and professional work environment that offers qualities we hold dear: autonomy, flexibility, career growth, promotion, and ongoing performance recognition. We value the uniqueness of every individual and want our people to bring their authentic selves to work. Most importantly, we put employee well-being and happiness above all else.
BuildingLink is an equal opportunity employer to all persons regardless of age, color, national origin, citizenship status, disability, race, religion, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, veteran status, or any other protected class by federal, state or local law.