Support & Training Specialist

At TrustFunds, we revolutionize the real estate industry by being the first in the nation to offer the ability for earnest
money to be paid electronically. Our industry-leading, web-based, mobile-optimized software offers convenience and
improves security for Multiple Listing Services (MLS), Real Estate Brokers, Real Estate Agents, Title Companies, Law Firms
and Buyers.
Job Objective: Responsible for top-notch support of all customers, and training for new members as a part of their
onboarding. Will provide email, web ticket and phone client support to MLS Staff, Brokers, Agents, Title Companies, Law
Firms and Buyers. Will represent TrustFunds in the highest professional manner in all relationships and communications
and establish and maintain a strong customer-focused reputation.
Responsibilities:
 Provide client support by answering email, web ticket and phone inquiries. Delegate as appropriate to
team members for Implementation or Technology escalations.
 Follow procedures to thoroughly document client specifications and support issues in Zendesk or other
applications.
 Manage the Zendesk system, including updating and adding to the knowledge base and maintaining
canned response automations.
 Conduct new member training with brokers, title companies, and administrators. Assist in account
customization as requested, ensure familiarity with the tools available, and leave the customer with a
warm feeling about our company and level of support.
 Gather client feedback about the software to compile product development ideas.