Customer Support Specialist

Ascendix Technologies is an AI and Real Estate Technology partner founded in 1997 and headquartered in the United States, in Dallas, Texas. The company has branch offices in Poland, Portugal, and Ukraine and distributed teams all over Europe, as we have cooperated remotely since 2020.
We help commercial real estate teams spend less time managing systems and more time closing deals—backed by 16+ years of hands-on experience in real estate and a full stack of AI, Salesforce, and custom development built for real estate workflows. Trusted by industry leaders who rely on us for their most critical software development initiatives.
We are looking for a motivated and detail-oriented Concierge to join our Customer Support team. The concierge (support) function for the Ascendix products covers client request triage, case management in Dynamics 365, product troubleshooting, bug reporting and escalation, and day-to-day client-facing support.
Evening shifts only: 5:30 PM-2:30 AM (EET)
Requirements:
Strong spoken and written English—daily direct communication with US customers
Support, helpdesk, or case management
Able to triage, troubleshoot, and manage a case queue independently after ramp-up
Clear technical communication—writes structured bug reports and client-facing responses
Nice-to-have:
Salesforce experience (Administrator level or strong hands-on admin skills)
Experience with SaaS or CRM products
Commercial real estate or real estate domain familiarity
Responsibilities:
Triage incoming client requests: categorize, resolve internally, or escalate to the appropriate team
Manage a typical queue of 20 to 30 active cases while maintaining quality and timely follow-up
Troubleshoot product issues across AscendixRE, Ascendix Search, Composer, Harvest, and AI Suite
Create clear bug reports and escalation briefs for Product and Dev handoffs
Maintain cases, tasks, and client records in Dynamics 365
Translate technical topics into broker-friendly language for non-technical customers

Ascendix offers you:
Healthcare:
20 paid vacation
5 paid sickness
Career and professional growth:
B2B and remote cooperation
Career development and professional growth
Technical performance reviews and 360 Evaluation
Collaboration with a personal Direct Manager, Technical leads, and mentors
Learning and Development:
Opportunity for external event compensation
Internal knowledge-sharing opportunities
Corporate spirit:
Online and offline events & team-buildings
Friendly and supportive atmosphere
Open management

Please note
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We sincerely appreciate each response and the interest you have shown in our job opening. If we do not contact you within a week, it means that, at this moment, your CV has not been selected for further consideration for this position. Nevertheless, we will keep your resume in our candidate database and will definitely inform you if a vacancy that matches your experience becomes available.