Support Consultant
New
U.S. employees may live in any of the 50 United States, with limited exceptions.Full-TimeMiddle
Salary$21.60 - $34.60 hourly (CA, CT, MA, NJ, NY, WA, DC) or $20.60 - $32.80 hourly (CO, HI, IL, ME, MN, NV, OH, RI, VT, VA)
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Job Details
- Languages
- English
- Experience
- 1+ years of customer support experience
- Required Skills
- Communication SkillsTroubleshootingTechnical supportCRMCustomer supportSlack
Requirements
- 1+ years of customer support experience, with 6+ months in technical support preferred.
- Excellent written and verbal communication skills in English.
- Proven ability to troubleshoot technical issues and explain solutions to users with varying technical comfort levels.
- Experience using CRM systems and supporting customers across phone, email, and chat.
- Comfortable working in a fast-paced, changing environment and managing multiple priorities.
- Strong attention to detail and commitment to accurate documentation.
- Resourceful, curious learner who is eager to stay up to date on new products, features, and fixes.
- Reliable, high-speed internet connection suitable for remote support, including calls and screen sharing.
- Willingness to work a flexible schedule, including weekends.
Responsibilities
- Provide exceptional customer support via phone, email, and chat to photographers and agents.
- Troubleshoot and resolve technical issues across Zillow 3D Home, Aryeo (Pro & Lite), Listing Showcase, and related workflows.
- Become an expert in our tools and processes, including internal systems such as CRMs and Slack.
- Respond to customers within defined service levels, taking full ownership from first contact through resolution.
- Stay current on product updates, fixes, and new feature releases and explain changes clearly to customers.
- Meet or exceed productivity, quality, and customer satisfaction metrics.
- Document customer interactions and troubleshooting steps accurately in our CRM.
- Identify and surface trends, bugs, and recurring issues to cross-functional partners.
- Contribute to a positive team environment by sharing knowledge and best practices.
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