Customer Support Specialist

Identify issues requiring deep technical diagnosis (such as database errors, sync conflicts, or advanced operating system faults) and gather necessary details to escalate tickets seamlessly to specialized technical support teams. Identify recurring customer inquiries or workflow topics that lack clear public-facing documentation and flag them for the technical documentation team to draft, update, or expand customer self-service resources.

Description:
Title:                  Customer Support Specialist
Location:        Oklahoma City, OK 73114
Duration:         0 – 2+months
Schedule:       8am-5pm CST; Must be flexible to work any additional hours based on business needs
Pay Rate:         $19.00 Hourly
 
Job Duties
Live Chat Customer Engagement

• Deliver prompt, empathetic, and clear written responses to end-users utilizing our proprietary real estate appraisal and inspection platforms.
• First-Contact Resolution & Navigation Assistance
• Walk users through basic software features, user account settings, report export steps, and routine workflow questions using internal knowledge bases and product guides.
• Documentation Gap Identification
• Identify recurring customer inquiries or workflow topics that lack clear public-facing documentation and flag them for the technical documentation team to draft, update, or expand customer self-service resources.
• Accurate Triage & Escalation
• Identify issues requiring deep technical diagnosis (such as database errors, sync conflicts, or advanced operating system faults) and gather necessary details to escalate tickets seamlessly to specialized technical support teams.
• Detailed Interaction Logging
• Document all customer chats, issue categories, steps taken, and resolution paths within the CRM/ticketing platform to maintain complete customer records.

 
Qualifications
Experience

• 1+ years of customer service experience in a digital, chat-based, or office environment.
• Prior experience using chat support platforms or ticketing systems (e.g., Salesforce Chat, Zendesk, LiveChat) is helpful but not required.
• Key Skills & Competencies
• Written Communication: Exceptional written English skills, including strong grammar, polite digital etiquette, and the ability to explain workflow steps in simple, natural, and concise terms.
• Typing & Multitasking: Proficient typing speed (minimum 45–50+ WPM recommended) with the ability to navigate multiple browser tabs and chat sessions simultaneously.
• Basic Technical Literacy: Comfortable with Windows operating systems, web browsers, mobile applications (iOS/Android), and digital searching. Deep technical or IT infrastructure background is not required.
• Problem Solving & Resourcefulness: Ability to quickly navigate internal knowledge repositories, product guides, and technical reference material to formulate accurate, unscripted solutions.
• Dependability: Strong work ethic, reliable attendance, and adherence to assigned shift schedules.

 
Role Overview
We are seeking a customer-focused, detail-oriented Customer Support Specialist (Contract) to join our team. In this role, you will serve as the initial point of contact for real estate appraisers and inspectors across the U.S. and Canada, providing real-time assistance exclusively through our online chat channels.
This position focuses on delivering prompt, professional, and friendly Tier-1 support—guiding customers through standard product navigation, answering general software and account inquiries, resolving common functional questions, and escalating advanced technical challenges to our Tier-2 technical specialists.
 
Key Channel & Workflow Details

• Channel: 100% Digital Chat Support (no inbound or outbound phone queues).
• Concurrency: Managing 2–3 simultaneous chat conversations while maintaining high responsiveness and customer satisfaction.
• Triage & Routing: Resolving common questions using internal knowledge base resources and routing complex technical or data-recovery inquiries to dedicated senior technicians.

 
Training & Schedule

• Training: Comprehensive on-the-job training program conducted on-site (Monday – Friday, 8:00 AM – 5:00 PM CST).
• Schedule & Shifts: Our support center operates 24/7; contractors will be assigned specific shift schedules. Punctuality and shift adherence are essential.
• Work Arrangement: Hybrid work arrangement available following successful completion of onboarding and meeting performance benchmarks (1 day onsite per week on Wednesdays, with remaining shifts remote). Note: Onsite requirements may adjust based on operational needs.
• Breaks & Hours: One 60-minute meal break and three 15-minute rest breaks per standard full shift. Please note that overtime is not offered for this contract role.

 
Employee Benefits:
At LanceSoft, full-time regular employees who work a minimum of 30 hours a week or more are entitled to the following benefits:
•             Four options of medical Insurance
•             Dental and Vision Insurance
•             401k Contributions
•             Critical Illness Insurance
•             Voluntary Permanent Life Insurance
•             Accident Insurance
•             Other Employee Perks
 
EEO Employer
LanceSoft is a certified Minority Business Enterprise (MBE) and an equal-opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. LanceSoft makes hiring decisions based solely on qualifications, merit, and business needs at the time.