Support Specialist I - Back Office

Inside Real Estate•Murray, UT

2d•Remote

About The Position

Good candidates for a BTBO Specialist I role at Inside Real Estate thrive in an energetic, fast-paced environment. If you excel in mathematics or accounting and enjoy figuring out logic puzzles, then we bet you have the right skills for this role. Our team loves to learn new things, solve problems and enjoys the challenge of working through all the technical kinks, as well as navigating, troubleshooting, researching, and documenting solutions.

Requirements

Four year technical degree (Computer Science, IT, IS, or related) or 2-4 years related experience
Keen problem solving with a unique ability to think on your feet
Self-starter and comfortable taking the initiative
Proven ability to exercise judgment to deliver superior customer service
Ability to analyze software performance and functionality in SaaS web/mobile environments
Experience with accounting concepts and practices
Intellectually curious with a strong desire to see things to resolution
Adaptable to change and able to quickly learn new tools and technologies
Strong organizational and time management skills
Detail oriented
Familiarity with SaaS solutions and enterprise-level customers a plus
Utilize email, calls, GMeets and chats to connect with customers and troubleshoot issues
General understanding of the Real Estate Industry preferred

Responsibilities

Serving as the customer’s primary point of contact
Responding to assigned customer chats, emails, and calls during dedicated business hours
Balancing workload to respond to and resolve multiple customer cases at a time
Providing world-class customer service at all times
Maintaining deep subject matter expertise in Inside Real Estate’s back office transaction management, commissions and accounting platform
Quickly identifying and escalating customer and product issues to Sr Support Reps or Team Lead and other departments or Support teams as appropriate
Prepare and monitor Jiras submitted to Product or Development teams and advocate for client through resolution
Troubleshooting and working with 3rd party partners
Helping find solutions to our customers’ toughest technical and business questions
Owning customer issues, from start to finish
Helping customers configure BTBO platform and execute tasks within modules including Agent Onboarding, Transaction Management, Commission Automation, Accounting and Reporting/Analytics
Delivering product training sessions via phone and web conference software
Handling complaints and problems efficiently and with urgency
Displaying professionalism in all written and verbal correspondence
Recording detailed activities of customer interactions using our internal ticketing system
Maintaining product expertise and staying up to date with the latest product releases
Contributing content requests to help maintain the client facing Support Site, internal canned responses, and user FAQs