Technical Support Specialist

• Display technical aptitude by being hands-on with systems and applications to intimately understand workflows, processes, and data  

• Perform troubleshooting steps and measures to assist with customer initiatives  

• Effectively communicate directly to end-users by fielding inbound questions and/or challenges and advise on a resolution based on thorough product knowledge  

• Act as a subject matter expert of the Cohesion platform and maintain up-to-date product knowledge

• Build ongoing trust and confidence with customers, advise them based on care, and act as their point of contact for any troubleshooting

• Maintain diligence and keep strong records and documentation of customer interactions  

• Follow Cohesion’s communication best practices and guidelines for customer engagement

• Ongoing product testing  

• Document and communicate to the Customer Success and adjacent teams’ customer sentiment and feature feedback

• Work alongside the Product, Engineering and Implementation team to ensure our clients are getting top notch resolutions to support questions  

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• 3-5+ years of experience in software product technical support  

• Strong customer service skills

• Ability to multitask, prioritize and manage time effectively

• Customer service experience

• Strong organization skills and attention to detail

• Proficient technical skills with the ability to quickly learn and leverage new software

• Experience working with customer chat software. E.g., Zendesk

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• Proptech or real estate experience

• Previous experience working in a startup

• Bachelor’s Degree in a related field  

• Working with Azure DevOps to file support tickets for product development teams

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Cohesion is proud to offer a comprehensive benefits package to eligible, full-time employees in the United States. Our benefits are designed to invest in our employees— and their family’s—well-being, including investments in their health, happiness, and wellness.

• Receiving a competitive compensation package and potential to participate in an annual performance bonus.
• Eligible for generous benefits such as health/dental/vision insurance, short- and long-term disability, and an employer sponsored 401k match program.
• Transit Benefits Program - tax-free benefitsto assist with commuting costs.
• Receiving a monthly cell phone reimbursement
• Eligibility to participate in the WellnessReimbursement Program after 6 months of employment.
• Enjoying a responsible unlimited PTO programafter 3 months of employment to help employees manage work-life harmony.
• Working in an open environment with creativeoptional brainstorming sessions for all employees  
• Participating in an Annual All StaffGathering that is a two-day mix of professional development and fun.
• Participating in an all-employee lunch permonth, an all-employee breakfast per month, and monthly social event
• A hybrid work environment – Chicago-based employees work out of our bright and sunny HQ office Tuesday through Thursdayand enjoy snacks, drinks, collaboration space, and an outdoor patio overlooking the Chicago River
• Up to 4 weeks annually of fully remote work
• Pet insurance

AtCohesion, we see diversity and inclusion as a source of strength. We believe building trust and innovation are best achieved through diverse thought and practice. Individuals seeking employment at Cohesion are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.