Technical Support Representative

We're hiring a Client Success Manager to partner with REALTOR® associations and MLSs across their entire relationship with Relevate. You'll guide clients from onboarding through renewal, help their teams get the most out of our platform, and serve as the trusted advisor who keeps their operations running smoothly.

In this role, you'll balance strategic account management with hands-on problem solving. Success means clients who see Relevate as a long-term partner, adopt the platform fully, and renew with confidence.

Applicants must have a background in accounting and/or software technical support. Ideal candidates will be patient with users, urgent with ticket resolution, upbeat, and have a professional demeanor.

Key Responsibilities

• Serve as the primary point of contact for an assigned group of clients
• Develop strong, long-term client relationships by understanding each organization’s goals, workflows, and challenges
• Maintain regular, proactive communication with clients, not only when support issues arise
• Lead client check-ins and provide ongoing product guidance
• Respond to day-to-day questions and deliver clear, timely solutions
• Troubleshoot complex software, configuration, workflow, and end-user issues
• Investigate reported concerns, identify root causes, and determine whether an issue involves user error, configuration, training needs, or a potential software defect
• Manage support tickets from initial submission through resolution, providing consistent updates throughout the process
• Educate clients on product features, best practices, and available solutions
• Identify opportunities to improve product adoption and the overall client experience
• Recognize potential concerns early and take proactive steps to support client satisfaction and retention
• Coordinate with product, development, implementation, and support teams to resolve client needs
• Translate technical information into clear, client-friendly explanations
• Maintain thorough documentation of client interactions, technical findings, and follow-up activities
• Assist with client training, software implementations, and short-term projects
• Travel occasionally to provide client training or attend industry events within the United States and Canada

Required Qualifications

• At least two years of experience in technical support, SaaS support, software implementation, client success, or a similar client-facing technical role
• Strong technical aptitude and the ability to quickly learn, navigate, and support complex software
• Demonstrated experience troubleshooting software, workflow, configuration, or end-user issues
• Strong critical-thinking and root-cause analysis skills
• Experience building and maintaining professional client relationships
• Excellent written, verbal, and interpersonal communication skills
• Ability to translate complex technical information into clear and approachable guidance
• Patient, professional, and solutions-focused approach to client support
• Strong sense of ownership and urgency when resolving client concerns
• Excellent organization, documentation, attention to detail, and time-management skills
• Ability to manage multiple priorities and work independently in a fast-paced, fully remote environment
• Proficiency with Microsoft Office
• Ability to travel approximately 10%

Preferred Qualifications

• Experience working with a REALTOR® association, MLS organization, or another membership-based organization
• Experience supporting an Association Management System or another complex SaaS platform
• Experience using Zoho Desk, Zoho CRM, and Asana
• Experience collaborating with product and development teams to investigate and resolve software issues
• Previous remote-work experience

Important Application Requirements

To be considered for this position, all applicants must complete the following steps

• Submit your application through Indeed.
• Complete the required assessment using the link provided below.
• Upload your resume at the end of the assessment.

Assessment Link

https://form.jotform.com/262936660848067?project_tag=RELEVATE

Please note

All three steps are mandatory. Applicants who do not complete the assessment and upload their resume will not be considered for this position.

Job Type: Full-time

Pay: $54,000.00 - $70,000.00 per year

Benefits

• 401(k)
• 401(k) matching
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Tuition reimbursement

Application Question(s)

• Are you willing to undergo a pre-employment background screening?
• Have you completed the assessment? https://form.jotform.com/262936660848067?project_tag=RELEVATE

Experience

• Remote Work: 1 year (Preferred)
• Technical support: 2 years (Required)
• Bookkeeping: 2 years (Preferred)

Language

* English (Required)

Willingness to travel

* 25% (Required)

Work Location: Remote