Technical Support Analyst

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $55k - $65k / year

⏰ Full Time

🟢 Junior

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Sierra Interactive

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏠 Real Estate

☁️ SaaS

📣 Marketing

Real Estate • SaaS • Marketing

Sierra Interactive is a company that provides comprehensive real estate CRM and digital marketing solutions tailored for real estate teams and enterprises. They offer a suite of tools including IDX websites, marketing automation, and ad management services to help real estate professionals generate more leads, close deals, and streamline their operations. Sierra Interactive is dedicated to enhancing business growth through advanced real estate technology solutions, such as personalized IDX integration, automated messaging sequences, and easy tool integrations. Their offerings cater to small teams, growing teams, and enterprise-level real estate agencies, with a focus on scalability, customization, and improving digital presence and lead conversion rates.

📋 Description

• Become an expert in Sierra Interactive’s real estate CRM, IDX websites, and platform functionality • Provide technical, educational, and account management support through phone, email, and other support channels • Investigate, troubleshoot, and document technical issues • Collaborate with platform experts and other teams to identify and resolve problems • Leverage internal resources, knowledge bases, and team expertise to deliver accurate, timely solutions • Recognize at-risk customers and contribute proactively to their recovery and success • Explore, test, and adopt GenAI, low-code/no-code, and automation technologies • Identify opportunities to reduce manual effort through automation, AI, and process improvements • Design, build, test, and implement automation-driven solutions, scripts, and workflows • Develop and maintain documentation and repeatable processes for deployed solutions • Create internal and customer-facing documentation as the platform evolves • Share customer feedback, recurring issues, and frontline insights to improve platform functionality and customer experience • Collaborate cross-functionally on Support projects and initiatives • Improve team processes, support tools, and workflows • Stay current on product updates, new features, and emerging technologies

🎯 Requirements

• High school diploma or GED • 1–3+ years of experience in customer support, technical support, product support, or customer success within a SaaS environment • Solid understanding of IT fundamentals, including hardware, software, networking, and internet technologies • Experience troubleshooting technical issues • Understanding of variables, loops, conditional logic, and basic data manipulation • Ability to independently adopt unfamiliar software, tools, and technical concepts • Hands-on experience with, or strong interest in, GenAI tools, low-code/no-code platforms, and workflow automation tools • Familiarity with HTML, CSS, JavaScript, APIs, JSON, and DNS • Experience using HubSpot or comparable help desk platforms, Atlassian tools such as Jira and Confluence, CRM systems, Windows, and Google Workspace • Ability to take improvements from idea through scoping, building, testing, documenting, deploying, and maintaining solutions • Strong written and verbal communication skills • Ability to explain technical concepts, platform functionality, and workflows clearly • Patience, empathy, and professionalism when navigating difficult conversations • Ability to communicate directly with customers by phone • Ability to work independently and collaboratively • High school diploma or GED is required; no experience alternative to the credential is stated • Comfortable and productive working in a fully remote environment • Real estate industry experience is a plus

🏖️ Benefits

• Excellent medical, dental, and vision coverage; full cost covered for employee, with option to add spouse/partner and dependents • 401k retirement plan with up to 4% matching • 15 days PTO • 10 paid holidays • 12 weeks of paid parental leave • Fully remote work environment

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