Junior Customer Support Specialist

We are looking for a motivated and detail-oriented Concierge to join our Customer Support team. The concierge (support) function for the Ascendix products covers client request triage, case management in Dynamics 365, product troubleshooting, bug reporting and escalation, and day-to-day client-facing support.

Evening shifts only: 5:30 PM-2:30 AM (EET)

Responsibilities:

• Triage incoming client requests: categorize, resolve internally, or escalate to the appropriate team
• Manage a typical queue of 20 to 30 active cases while maintaining quality and timely follow-up
• Troubleshoot product issues across AscendixRE, Ascendix Search, Composer, Harvest, and AI Suite
• Create clear bug reports and escalation briefs for Product and Dev handoffs
• Maintain cases, tasks, and client records in Dynamics 365
• Translate technical topics into broker-friendly language for non-technical customers

Requirements:

• Strong spoken and written English—daily direct communication with US customers
• Able to triage, troubleshoot, and manage a case queue independently after ramp-up
• Clear technical communication—writes structured bug reports and client-facing responses

Nice-to-have:

• Salesforce experience (Administrator level or strong hands-on admin skills)
• upport, helpdesk, or case management background
• Experience with SaaS or CRM products
• Commercial real estate or real estate domain familiarity