At LightBox, we strive to not only equip confident, data-driven decisions across sectors, but to also enrich lives by bringing people, information, and technology together. As a company with a wide range of clients, we believe a diverse workforce is crucial to success. Our commitment to inclusion across race, gender, age, religion, identity, and experience is the foundation upon which we operate and connect with our customers and the communities in which we work.
With our expertise, we are producing the best available data, workflow tools, technology, and analytics to support everyone making a real estate decision. There has never been a better time to make an impact and we invite you to join us on this journey.
LightBox is a leading provider of data and workflow solutions across commercial real estate and location intelligence. Our solutions deliver the depth, speed and accuracy that enable insights to over 50,000 brokers, 1,000 banks and lenders, 1,000 law firms and 5,000 environmental consulting and engineering firms.
Position Overview The Senior Support Specialist serves as a key resource in providing advanced technical and functional support for our SaaS platform users. This role ensures timely resolution of complex issues, drives customer satisfaction, and contributes to the development of processes to enhance the overall support experience.
What you will do and achieve - Act as an escalation point for support teams, resolving complex technical issues including communicating with customers during outages and working with internal teams to implement corrective actions.
- Provide in-depth troubleshooting, data analysis, and resolution for advanced software and integration problems. KF7
- Collaborate with cross-functional teams, including engineering and product management, to resolve escalated customer issues, promote the resolution of recurring issues and provide both internal and external feedback for product improvements.
- Develop and maintain advanced support documentation and knowledge base articles with a focus on delivering to clients via AI.
- Mentor support specialists by providing guidance, training, and support in handling challenging cases.
- Monitor support trends and proactively address recurring issues to reduce ticket volume and improve customer satisfaction.
- Participate in the development and refinement of support processes, tools, and metrics.
- Provide occasional after-hours support to address urgent or critical customer needs on a rotational basis.
- Contribute to product improvement by capturing and communicating customer feedback.
- Participate in testing new product releases to identify potential issues before they reach customers and provide feedback to product teams.
Who you are
Education - Required: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Preferred: Additional certifications in SaaS platforms, customer support, or related technologies.
Experience - 5+ years of experience in customer support, preferably within a SaaS environment with Real Estate Data experience.
- Proven expertise in troubleshooting and resolving complex technical issues.
- Experience working with CRM or ticketing systems (e.g., Intercom, Zendesk, Salesforce, JIRA, or similar) that utilized chat.
Key Knowledge & Skills - Advanced knowledge of SaaS platforms and related technologies.
- Proficiency in SQL, APIs, and data analysis tools.
- Exceptional problem-solving skills with a proactive approach.
- Strong communication skills, both written and verbal, to engage effectively with customers and internal teams.
Core Competencies - Analytical Thinking: Ability to diagnose and resolve advanced technical problems.
- Leadership: Effectively mentors team members and sets a standard of excellence.
- Customer-Centric Approach: Commitment to delivering exceptional service and support.
- Adaptability: Thrives in a dynamic, fast-paced environment.
- Collaboration: Works effectively with cross-functional teams to address customer needs.
LightBox's Diversity Commitment: LightBox is fully committed to employing a diverse workforce and creating an inclusive work environment that embraces everyone's unique contributions, experiences, and values. We believe in unity in diversity and offer a collaborative work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support, recognize, and embrace our differences.
This job description is a general listing of the required tasks and expectations of the position and in no way implies that the duties listed above are the employee's only responsibilities. The employee is expected to perform other tasks, responsibilities and training as instructed by their supervisors. Duties and responsibilities may change at any time with or without notice.
This position may require additional hours outside of the standard work schedule including occasional holiday, evening and/or weekend hours in order to meet deadlines or to accommodate customers.
LightBox and all its holding companies are an equal opportunity/affirmative action employer. It is the policy of the LightBox and its holding companies to prohibit discrimination of any type and to afford equal employment opportunities to employees and applicants, without regard to race, color, religion, sex, national origin, age, disability, or veteran status.
NO TELEPHONE CALLS OR AGENCY SOLICITATION PLEASE. We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.
This job description is a general listing of the required tasks and expectations of the position and in no way implies that the duties listed above are the employee's only responsibilities. The employee is expected to perform other tasks, responsibilities and training as instructed by their supervisors. Duties and responsibilities may change at any time with or without notice.
This position may require additional hours outside of the standard work schedule including occasional holiday, evening and/or weekend hours in order to meet deadlines or to accommodate customers.
LightBox and all its holding companies are an equal opportunity/affirmative action employer. It is the policy of the LightBox and its holding companies to prohibit discrimination of any type and to afford equal employment opportunities to employees and applicants, without regard to race, color, religion, sex, national origin, age, disability, or veteran status.
NO TELEPHONE CALLS OR AGENCY SOLICITATION PLEASE.Other details - Job Function 2B
- Pay Type Hourly
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