At Qualia, we’ve built a new class of real estate technology that simplifies home buying and selling into an easy, understandable, and secure process. Our products bring together users from across the real estate ecosystem—homebuyers and sellers, lenders, title and escrow agents, and real estate agents—onto a single shared platform, providing greater clarity and transparency to real estate transactions. Today, millions of consumers use Qualia to close on homes every year.

WHAT YOU'LL WORK ON 

As a Title Support Expert, you will be the bridge between the Customer Support team and the Support Engineering team. You will be responsible for ensuring that all cases sent to Engineering are appropriately completed and contain all relevant information. You will act as the in-house Title expert and manage the Tier 3 case queues for the subject area to review and address all Title-related issues in a timely manner. You will communicate with customers and internal parties as needed to drive resolution, as well as communicate customer needs to the Engineering team to help better prioritize case work and allocate resources effectively. You will be responsible for assisting Tier 1 and Tier 2 Support reps with questions surrounding subject area functionality, performing new hire training, and assisting with escalation calls for customer accounts as needed to prevent churn.

RESPONSIBILITIES 

• Utilizing expertise to assist other CSRs and improve the overall knowledge of the team
• Learning Salesforce reporting functionality to better analyze incoming case data
• Implementing process improvements and driving case clean-up projects
• Reviewing existing/developing new Guru and Knowledge Base content
• Cross-training on new subject areas to support a wider array of Tier 3 queues
• Collaborating on projects with other Tier 2 and Tier 3 team members
• Leading deep dives to improve efficacy of trainings
• Assisting with webinars for subject area(s) within your realm of expertise

YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH

• You have at least two (2) years of experience working in a Title Company. Preferably in a closer, curative, or policy department role
• Ideally, you have used Qualia’s software to complete title work in your previous work
• Previous experience with salesforce is preferred, but not required
• You are curious, have a passion for learning, and seek to understand new and complex topics
• You’re customer obsessed. You love enabling people to do their best work, whether it’s the customers you are servicing or your collaborators
• You have a strong team-first mentality with a proven track record of doing what is best for the team and for the company as a whole
• Exceptional written and verbal communication

WHY QUALIA

Qualia is made up of incredibly bright, mission-driven coworkers who are passionate about using technology to solve real world problems—and we’re growing quickly. In order to continue building an engaging and dynamic organization, we’re committed to giving everyone the support they need to do great work.

Our benefits package is designed to allow our team members to be their best selves, both in and out of the workplace. In addition to comprehensive health plans, a 401k program, and commuter benefits, we prioritize family and personal well-being through professional development, parental leave, and a flexible time off policy. The team is temporarily remote during the pandemic, but Qualia offers a robust online onboarding program to train new hires, biweekly all hands meetings, daily meditation sessions, and a variety of internal virtual events to keep employees connected.

We believe diverse perspectives and backgrounds are critical to building great technology, and our goal is to cultivate an environment where people feel equally valued and respected. Qualia is proud to be an equal opportunity workplace, and we welcome applicants from all backgrounds regardless of race, color, ancestry, religion, gender identity or expression, sexual orientation, marital status, age, citizenship, socioeconomic status, disability, or veteran status.