Named one of the most innovative companies by HousingWire Tech100 for the past three years, WHITEBOARD Software a fast-growing provider of CRM software specifically created for the mortgage industry.

Based out of Oklahoma City, OK, our clients include many of the top loan originators nationwide. At WHITEBOARD Software, our industry impact comes from helping our customers be successful—every day. Our mortgage-specific CRM helps loan originators close more loans, create better relationships, and increase referrals by automatically staying in touch with contacts, clients, and partners.

We are looking for additional team members who will provide new customers with a single point of contact for on-boarding, training, and service during the first phase of their customer journey.

You must be able to identify and understand their company and product goals and help the user meet those goals. Each customer has different needs and uses for our product, so it’s up to the Customer Support Representative to thoroughly understand each customer and to be their champion throughout their customer journey, especially the first 60 days. You must be an excellent communicator both verbally and in writing as well as highly organized with a developed sense of integrity, attention to detail, and commitment to client satisfaction. If this sounds like you, we'd love to meet you! If you'd like to check out the product see: www.whiteboardmortgage.com

Primary Responsibilities

Ability to troubleshoot and resolve technical problems and other general account inquiries in a single customer interaction to maximize the customer experience

Ability to effectively communicate and escalate customer and product issues to our development team

Ability to de-escalate customer issues while providing product-based solutions to the customer

Timely response and resolution to customer tickets

Working with the development team to test and resolve complex customer issues.

Contribute to the culture of continuous customer success

Clearly, annotate customer accounts to provide internal stakeholders with key information regarding the status of assigned customers

Ability to thrive on a team in a collaborative start-up environment

Requirements

Excellent verbal and written communication skills

Intermediate level office/gsuite experience

Must have experience with customer service, customer support software

Must have experience with critical thinking and problem-solving in a fast-paced environment

Comfortable with conducting video chat sessions with clients

Must be able to address customer concerns and objections in an agile and informed way. You will be consulting; not reading from a script

Strong empathy for our customers and passion for customer retention and growth

The ability to have conversations involving billing

Ability to clarify, plan out, and execute adequate responses to customer issues

Have a willingness, to take ownership, grow, and do things outside the normal job description in a startup environment