• Serve as the primary contact for customer inquiries, providing product information, account support, basic troubleshooting, and issue escalation as needed. • Deliver exceptional customer support across multiple channels, including the desk system, community site, and social media, for B2C, B2B, and prospective customers. • Manage, triage, and prioritize customer interactions to ensure timely and effective resolution. • Support customer retention, engagement, renewals, and win-back efforts to strengthen long-term relationships. • Maintain and enhance the customer-facing help center. • Keep customer records accurate and up to date in the ticketing system and internal tools. • Develop and maintain deep expertise in Roon’s features, updates, partnerships, and certified devices. • Monitor customer trends and service issues, communicate insights, and advocate for customer needs internally. • Collaborate with team members and cross-functional partners to achieve shared goals.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Customer Support Specialist will handle day-to-day special requests for all Clear Capital valuation products while building relationships with our valued customers. Our goal at Clear Capital is to consistently go beyond what is expected, working diligently to make our customers’ lives easier by making their businesses run smoother. - Foster positive customer relationships through day-to-day interaction - Respond to high priority voice and email requests - Provide status updates on orders - Customer implementation support - Correct products that are returned by customers - Facilitate order completion - Work with other departments to help process workflow and ensure customer needs are met Qualifications - Excellent verbal and written communication skills - Proficient in MS Excel skills and capable of manipulating large spreadsheets of data - Demonstrated strong work ethic - Demonstrated ability to identify patterns and trends and proactively implement changes as needed - Demonstrated ability to work in a team to handle day-to-day volume as well as spikes in volume - Self-motivated problem solver who is comfortable in a fast-paced environment and can take ownership of tasks and assigned projects - Quality Assurance experience is a plus - Prior customer service experience is a plus - Experience working on the Commercial and/or Quality Assurance teams is a plus - Ability to work overtime (OT) when needed Benefits - Compensation: The base salary for this position ranges from $20.00 to $28.00 hourly, depending on your location, experience, and qualifications - Additional compensation offerings include a company profit-sharing bonus program, communication stipends, and referral bonuses - Comprehensive medical, dental, and company paid vision insurance - 401(k) retirement plan with employer match - Voluntary life and AD&D insurance options - Voluntary supplemental insurances for accident, critical illness, and legal services - Paid time off (PTO) and paid holidays - Employee assistance and wellness programs - Company paid short term disability coverage - Company contributions to health saving funds (with participation in the high deductible health plan) - Company-paid access to Galileo for virtual primary care and Rula for virtual mental health resources - Through our Anniversary Program, we celebrate the meaningful milestones and long tenure that reflect how much we value your contributions and commitment to our team - Career and skill development resources to help advance your career and personal growth - A mission-driven environment where your work makes a measurable impact on the real estate industry What We Value - Wherever it Leads, Whatever it Takes® - No matter how remote, complex, or unexpected. Our commitment never wavers. - Hire NICE people - Skills can be taught but character shines through. We seek those who bring integrity, kindness, and grit. - Lift others up - We lead with empathy and strive to improve the lives of those around us. - Sweat the details - Excellence lives in the little things. Getting it just so is how we make a big impact. - Raise the bar - We don’t settle for industry standards, we redefine them.

• You will be the key point of contact for technical and operational issues, ensuring partner satisfaction and continuity: • Tier 1/2 Ticket Management and Triage: Serve as the initial point of contact, efficiently managing and triaging incoming support requests (tickets) from partners. You will resolve Tier 1 issues directly and accurately escalate Tier 2 technical or complex operational problems to the appropriate internal team • License and Configuration Management: Handle all partner-related administrative tasks, including processing license adjustments, managing product entitlements, and updating system configurations to ensure partners have the correct access and setup • Product + Operational Issue Resolution: Investigate, diagnose, and resolve a wide range of issues covering both product functionality and operational workflows. This requires cross-functional collaboration to deliver timely and thorough solutions

• Act as the primary point of contact for post-sale customer inquiries and ongoing support. • Confirm product deliveries and resolve any issues in a timely, professional manner. • Maintain high levels of customer satisfaction, trust, and long-term loyalty. • Proactively reconnect with existing clients to encourage repeat purchases and reactivation. • Identify upsell and cross-sell opportunities and present offers using a consultative, non-intrusive approach. • Accurately log customer interactions, feedback, and opportunities in the CRM (HubSpot). • Collaborate closely with sales, logistics, and support teams to ensure smooth after-sale operations. • Share customer insights and feedback to support continuous improvement of retention strategies.