Customer Support & Implementation Specialist 

Job Description

REQUIREMENTS

• Experience writing support documentation, FAQs, or knowledge base articles for a software product, including building or maintaining a self-service resource library.
• Hands-on experience with user administration, including managing accounts, roles, and permissions within a software platform.
• Familiarity with a ticketing or CRM system (e.g., Jira Service Management).
• Experience working alongside a product or engineering team with bug reporting and feature request workflows
• Background in property management operations, real estate, or related software is a strong plus.
• 1–4 years in a customer support, implementation, or client success role for a SaaS product.

RESPONSIBILITIES

Onboarding & Training:

• Participate in onboarding sessions for new offices, supporting teams through initial setup, workflows, and best practices to get them productive quickly.
• Develop and maintain documentation materials, like written guides, walkthroughs, and other resources, that are tailored to different roles and use cases, contributing to a growing knowledge base that supports onboarding and ongoing self-service.
• Follow up with newly onboarded offices to ensure adoption, address early questions, flag recurring issues, and identify patterns that inform documentation or process improvements

Administration & Configuration

• Manage user accounts (provisioning, deprovisioning, role assignments, and permissions) as offices are onboarded or staffing changes occur.
• Configure system settings and workflows to match each office’s operational needs, ensuring the platform is set up for success from day one.

Ongoing Support

• Respond to inbound support requests via email, chat, and/or ticketing system, guiding users to solutions, documentation, or training resources.
• Identify, document, and escalate bugs with clear reproduction steps; submit well-formed feature requests capturing user context and business impact.
• Maintain clear ownership of open tickets, following up with users on status, resolutions, and next steps until issues are fully resolved.
• Contribute to and maintain internal knowledge base articles, FAQs, and support documentation as you identify recurring patterns.

Are you interested in this position?

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