Support Analyst

🕒 Abril 24

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Sierra Interactive

SiteLinkedInTodas as Vagas

11 - 50 funcionários

🏠 Imobiliário

☁️ SaaS

Real Estate • SaaS • Marketing

Sierra Interactive é uma empresa que oferece soluções abrangentes de CRM e marketing digital para o mercado imobiliário, adaptadas para equipes e empresas do setor. Eles disponibilizam um conjunto de ferramentas que inclui websites com integração IDX, automação de marketing e serviços de gestão de anúncios para ajudar profissionais do mercado imobiliário a gerar mais leads, fechar negócios e otimizar suas operações. A Sierra Interactive se dedica a impulsionar o crescimento dos negócios através de soluções tecnológicas avançadas para o setor imobiliário, como integração personalizada de IDX, sequências automatizadas de mensagens e integração fácil de ferramentas. Suas ofertas atendem desde pequenas equipes até grandes agências imobiliárias, com foco em escalabilidade, personalização e melhoria da presença digital e das taxas de conversão de leads.

Descrição

• 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.

🎯 Requisitos

• **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.

🏖️ Benefícios

• 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.