Support Analyst

Sierra Interactive

1d • Remote

About The Position

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. 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.

Requirements

• High school diploma or GED
• 1-3+ years working in customer support, product support, or customer success in a SaaS environment
• Thrill at the opportunity to gain expertise in a subject and engage with it on a daily basis.
• Take pride in teaching a topic, explaining a feature, and helping others understand problems — and providing solutions.
• Top-notch 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 to make our team members' lives easier and our clients happier.
• Organized and able to juggle multiple priorities at one time. Can switch gears quickly and re-adjust focus as needed.
• 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.
• Hard worker — both independently and in group settings — with a proven track record of getting things done carefully and efficiently. Patient and pays attention to the details.
• Talented communicator and can artfully break down, solve, and explain complex issues.
• Pride in ability to defuse tense situations with humor and grace. The prospect of working through an issue with an agitated customer doesn't scare you.
• Not afraid to call a client to provide a resolution when necessary.
• Thrive working remotely.

Nice To Haves

• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees