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Support Analyst

Posted 14 days agoViewed

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💎 Seniority level: Entry, 1-3+ years

📍 Location: United States

🔍 Industry: Real estate technology

🏢 Company: Sierra Interactive👥 51-100Productivity ToolsCRMLead GenerationReal Estate

⏳ Experience: 1-3+ years

🪄 Skills: HTMLCSSJavascriptJiraJSONTechnical supportCRMConfluenceSaaS

Requirements:
  • High school diploma or GED.
  • 1-3+ years of experience in customer support, product support, or customer success in a SaaS environment.
  • Strong interest in learning and teaching about the product.
  • Excellent writing skills with a conversational style.
  • Confidence in managing billing and account inquiries.
  • Ability to notice patterns and improve processes.
  • Organized and capable of handling multiple tasks.
  • Proficient understanding of IT fundamentals, including hardware, software, networking, and internet usage.
  • Experience troubleshooting technical issues and familiarity with HTML/CSS/JavaScript, APIs/JSON, and DNS.
  • Experience using Hubspot or similar help desk platforms, Atlassian tools, and CRM systems.
  • Proficiency in Windows and GSuite.
Responsibilities:
  • Learn the real estate CRM and IDX website products and platform thoroughly.
  • Engage with customers respectfully and enthusiastically.
  • Troubleshoot technical issues and collaborate with platform experts to resolve them.
  • Utilize knowledge bases and internal resources to assist customers.
  • Contribute insights as a front-line support representative for feature development.
  • Help streamline support processes as the customer base grows.
  • Create and update clear documentation for clients and internal knowledge bases.
  • Collaborate with other teams on projects to enhance customer operations.
  • Respond to various support inquiries via phone and email.
  • Remain informed about product updates.
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