Support Analyst

Sierra Interactive is a leading real estate technology platform serving thousands of real estate agents, teams and brokers across the US and Canada. Our software enables our customers to generate more leads, win more deals, and do so more efficiently. We are a profitable, high growth company, having more than doubled our customer base over the past two years. Sierra has over 60 employees based in locations across the United States – we are a fully remote company.

Job Summary:

As a 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 support. As the newest member of our growing team of support analysts and platform experts.

Key Responsibilities:

• Learn our real estate CRM and IDX website products and platform inside and out.
• Treat our customers with respect, kindness, and enthusiasm as you interact ongoing.
• 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.
• Participate in new feature development by distilling customer feedback and providing your perspective as a platform expert.
• 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 billing matters.
• Stay up-to-date with product developments as a part of a fast-paced and dynamic startup environment.
• Identifying customers at risk and helping to turn them around.

Requirements

• Education: High school diploma or GED

• Experience: 1-3+ years working in customer support or customer success in a SaaS environment
• Skills:
• You're excited at the prospect of mastering a subject and working in it day to day. 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: 
• Knowledgeable of the fundamentals of web development.
• Experience troubleshooting technical issues related to HTML, CSS, APIs, and DNS.
• Experience working in Hubspot or similar web-based help desk software, Atlassian (Jira, Confluence), and CRMs.
• 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

• Health Care Plan (Medical, Dental & Vision) - covered at 100% for employee only coverage
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Work From Home