Customer Support Specialist

Position Overview:
We are seeking a dedicated and customer-focused Customer Support Specialist to join our team at XLeads, a leading real estate software company. In this role, you will be the primary point of contact for our users, helping them navigate the platform, manage their accounts, and resolve billing-related inquiries. The ideal candidate is a problem solver, excellent communicator, and passionate about delivering top-notch customer experiences.

Key Responsibilities:
Customer Assistance:

Provide prompt and professional support via email, chat, and phone to users with questions or issues related to the platform.
Guide users through software functionalities, ensuring they understand how to use the platform effectively.
Account Management:

Assist users with creating, updating, and managing their accounts, including adding or removing team members.
Ensure account settings and preferences are configured to meet user needs.
Billing and Refunds:

Handle inquiries regarding subscription plans, billing cycles, and payment methods.
Process account adjustments, refunds, and invoice requests as needed.
Collaborate with the finance team to resolve complex billing issues.
Issue Resolution:

Troubleshoot and resolve platform-related issues, escalating to technical support when necessary.
Document and track customer issues to identify trends and suggest improvements to the platform.
Knowledge Sharing:

Maintain and update support documentation, FAQs, and guides to assist users in resolving common issues independently.
Stay informed about product updates and new features to provide accurate support.