Support Analyst

Sierra Interactive; United States; Remote; USD 45,000 - 115,000; Full time

Job summary

Ein innovatives Unternehmen im Bereich Immobilien-Software sucht einen Support Analysten, der technische Unterstützung bietet und Kunden bei der Nutzung ihrer Plattform hilft. In dieser Rolle werden Sie als Schnittstelle zwischen unseren Kunden und der Produktentwicklung fungieren, indem Sie technische Probleme lösen und wertvolles Feedback weitergeben. Sie werden in einem dynamischen, vollständig remote arbeitenden Team arbeiten und die Möglichkeit haben, Ihre Kommunikationsfähigkeiten zu nutzen, um eine herausragende Kundenerfahrung zu gewährleisten. Wenn Sie eine Leidenschaft für Technologie und Kundenservice haben, ist dies die perfekte Gelegenheit für Sie.

Benefits

Vollständige medizinische, zahnärztliche und augenärztliche Versorgung

401k-Rentenplan (bis zu 4% Matching)

15 Tage PTO, 10 bezahlte Feiertage

12 Wochen bezahlter Elternurlaub

Qualifications

• 1-3 Jahre Erfahrung in der Kundenbetreuung oder Produktsupport in einem SaaS-Umfeld.
• Fähigkeit, technische Probleme zu beheben und Lösungen zu kommunizieren.

Responsibilities

• Technische Unterstützung und Schulung für Kunden zu unseren CRM- und IDX-Website-Produkten.
• Dokumentation von Problemen und Entwicklung neuer Funktionen basierend auf Kundenfeedback.

Skills

Kundenbetreuung

Technische Unterstützung

Problemlösung

Schriftliche Kommunikation

Multitasking

Education

High School Diploma oder GED

Tools

Hubspot

Jira

Confluence

GSuite

Job description

Sierra Interactive is a leading real estate SaaS platform helping agents, teams, and brokerages across the U.S. and Canada grow their businesses. Our products help customers generate more leads, close more deals, and operate more efficiently. We're a profitable, high-growth company with a fully remote team of 60+ employees and ambitious expansion goals over the next five years.

Job Summary:

As a Sierra Interactive Support Analyst, you will provide excellent technical and account management support as our clients utilize our real estate websites and CRM platform. Your job is to ensure that our clients successfully use our software by providing the best education and technical support.

Key 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
  
  
  

Requirements

• Education: High school diploma or GED
• Experience: 1-3+ years working in customer support, product support, or customer success in a SaaS environment
• Skills:
• You are thrilled at the opportunity to gain expertise in a subject and engage with it on a daily basis
• You take pride in teaching a topic, explaining a feature, and helping others understand problems — and providing solutions
• Your writing skills are top-notch. You have an engaging, conversational style and a solid grasp of grammar
• You are confident and thorough when handling billing or account management inquiries
• You are exceptionally good at noticing patterns and developing processes to make our team members' lives easier and our clients happier
• You're organized and able to juggle multiple priorities at one time. You can switch gears quickly and re-adjust your focus as needed
• Technical Knowledge:
• Proficient understanding of IT fundamentals including hardware, software, networking, and internet usage
• Experience troubleshooting technical issues.
• Familiarity with HTML/ CSS/Javascript, APIs/JSON, and DNS
• Experience with using Hubspot or comparable web-based help desk platforms, as well as tools from Atlassian (such as Jira and Confluence) and Customer Relationship Management (CRM) systems
• Proficient in Windows and GSuite
• Interpersonal Abilities:
• You're a hard worker — both independently and in group settings — with a proven track record of getting things done carefully and efficiently. You're patient and pay attention to the details.
• Working with people makes you happy. You're a talented communicator and can artfully break down, solve, and explain complex issues
• You take pride in your ability to defuse tense situations with humor and grace. The prospect of working through an issue with an agitated customer doesn't scare you
• You are not afraid to call a client to provide a resolution when necessary
• Additional Requirements:
• You thrive working remotely
• Real Estate experience is a plus
  
  

Benefits

• Excellent medical, dental, and vision coverage Full cost covered for employee, and option to add spouse/partner and dependents
• 401k retirement plan (up to 4% matching)
• 15 days PTO, 10 paid holidays
• 12 weeks paid parental leave

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  IT Services and IT Consulting

Referrals increase your chances of interviewing at Sierra Interactive by 2x

Get notified about new Support Analyst jobs in United States.

United States $80,000.00-$85,000.00 2 weeks ago

New York, NY $70,000.00-$75,000.00 3 months ago

United States $89,775.00-$100,000.00 3 weeks ago

United States $45,000.00-$60,000.00 3 weeks ago

United States $98,000.00-$115,000.00 1 week ago

Technical Support Specialist Level 1 - (Remote US or Canada)

Technical Customer Support Specialist - (Remote - US or Canada)

United States $90,000.00-$100,000.00 1 month ago

Service Desk Analyst - Remote - 2nd & 3rd Shift

Chicago, IL $36,000.00-$39,000.00 5 months ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.