Support Analyst
S
Sierra InteractiveReal Estate SaaS
United StatesFull-TimeMiddle
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 1-3+ years
- Required Skills
- HTMLCSSJavascriptJiraRESTful APIsJSONConfluenceHubSpotGoogle WorkspaceCRM
Requirements
- High school diploma or GED
- 1-3+ years working in customer support, product support, or customer success in a SaaS environment
- Proficient understanding of IT fundamentals including hardware, software, networking, and internet usage
- Experience troubleshooting technical issues
- Familiarity with HTML/CSS/Javascript
- Familiarity with APIs/JSON
- Familiarity with DNS
- Experience with using Hubspot or comparable web-based help desk platforms
- Experience with tools from Atlassian (such as Jira and Confluence)
- Experience with Customer Relationship Management (CRM) systems
- Proficient in Windows and GSuite
- Strong writing skills with an engaging, conversational style and a solid grasp of grammar
- Confident and thorough when handling billing or account management inquiries
- Exceptionally good at noticing patterns and developing processes
- Organized and able to juggle multiple priorities at one time
- Hard worker, both independently and in group settings, with a proven track record of getting things done carefully and efficiently
- Patient and pay attention to the details
- Talented communicator able to artfully break down, solve, and explain complex issues
- Ability to defuse tense situations with humor and grace
- Not afraid to call a client to provide a resolution when necessary
- Thrive working remotely
- Real Estate experience is a plus
Responsibilities
- Learn our real estate CRM and IDX website products and platform inside and out.
- Engage with our customers with respect, kindness, and enthusiasm during your ongoing interactions.
- Troubleshoot technical issues in our platform and work with our platform experts to identify, document, and fix problems.
- Leverage available resources, such as knowledge bases and internal documentation, or seek help from more experienced team members to solve customer problems efficiently.
- Contribute to the development of new features by synthesizing customer feedback and sharing your insights as a front-line support representative.
- Help drive strategy to make our support platform more efficient and scalable as our customer base continues to grow.
- Create clear, informative, and engaging documentation for both our client-facing and internal knowledge bases, and keep this documentation current as our platform evolves.
- Collaborate cross-functionally with other teams and departments on special projects to enhance Customer Experience operations.
- Answer phone, email, form-fill, and other support tickets on technical, educational, and account matters.
- Stay up-to-date with product developments as a part of a fast-paced and dynamic startup environment.
- Recognize at-risk customers and assist in their recovery.
View Full Description & ApplyYou'll be redirected to the employer's site
