Customer Success Representative

Orlando, FL
Customer Success

Job Description

SightPlan is looking for talented Customer Success Representative in the Central Florida area to provide technical and onboarding support for our customers in the multi-family industry who use our web, mobile and IVR applications for task management. The Customer Success Representative will work alongside industry thought leaders to cultivate real world experience in a growing tech company through day to day operations, project work, and one on one mentoring.


• SightPlan is looking for candidates who are passionate, and hard working.

• We feel that customer service is a top priority. Candidates should bring to the table a keen sense of self-motivation, accountability and commitment to service excellence.

• Candidates must possess the willingness and ability to learn new technologies and pass IT certifications if required.  

• Candidates should have a demonstrable customer service and communication skills.

• Candidates should have a strong background in the MS Office Suite, including strong abilities using Excel and PowerPoint (or OSX equivalents).

• Demonstrable Networking skills, web or mobile development skills and general Computer Science skills are a plus.

• Previous experience working in a help desk environment is a Plus, but not absolutely required.


• Researching and troubleshooting issues received by phone, live chat and email to provide detailed solutions to customer product usage.

• Provide support for extended hours while also assisting with off-hours support as needed for specific on-call shifts.

• Writing and maintaining documentation for product bugs, feature requests, and customer resolutions.

• Writing and maintaining customer-facing knowledge base documentation.

• Assist Onboarding team with deployments and implementations.

• Self-management of customer issues with a strong focus on ensuring that issues are fully resolved in all cases.

• Pro-active outreach to customers as needed to prevent problems from happening.

• Primary Customer Service Hotline duties during the day, with rotating on-call coverage for after-hours service.

• Primary duty for chat, email, and phone inquiries.

• Zendesk & JIRA documentation:

• Internal status notes posted proactively whenever any action is taken that has bearing on the ticket.

• Customer Issue Triage:

• Collect & log problem descriptions in Zendesk.

• Data retrieval and triage for customer issues (Splunk, IVR logs, etc)

• “Watchdog” Zendesk tickets by constantly monitoring for and acting upon or escalating:

• Impending SLA breaches

• Potential problem tickets

• Monitoring and acting upon stalled tickets to ensure high level of service quality.

• Testing web/mobile/IVR and capturing logs as needed to reproduce & diagnose customer issues.

• Basic ZenDesk administration (Macros, triggers, automations, etc).

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