Application Support Specialist - Remote

Overview

Help reimagine home appraisal software for a $40T asset class. HomeVision builds tools for lenders and appraisers using data science and ML. We’re a small, fast-moving team backed by Initialized Capital, with growing revenue and clear product-market traction.

We are looking for a motivated individual to join the Customer Success team as a support specialist. This is not a standard support role - we have relatively few requests coming in, but those we have can be very important and often complex. Also, there is often time available between requests that can be used to make improvements in documentation, process, tooling, etc. This provides opportunity to grow your experience over time.

In Short

• Own the customer email support queue from 10:00 AM–6:00 PM PT
• Triage, investigate, and resolve issues across our web app, data pipelines, and partner integrations
• Update system configurations and administer customer accounts with care and accuracy
• Write clear, friendly updates and incident summaries for customers and internal stakeholders
• Create and improve support and system documentation
• Spot patterns and drive improvements in the software and processes
• Partner with Product, Engineering and Sales teams on relevant projects

Requirements

• Excellent written communication and a calm, methodical approach to complex situations
• Strong troubleshooting skills and the ability to learn unfamiliar systems quickly
• A continuous improvement mindset and desire to document as you go
• Commitment to open communication and a collaborative team culture
• Must be based in a US state or Puerto Rico (Note that we cannot sponsor visas at this time)

Benefits

• Flexible time off
• High autonomy and clear ownership
• Support for professional development and learning
• Room to grow scope over time (customer relations, product management, integrations PM, or technical track)