Customer Support Agent – Remote (Must Res...
OUR ORIGIN STORY 🎂 In 2011 SkySlope started as an idea born at the kitchen table of our CEO, with just him and two others. Headquartered in Sacramento, California, we have since grown out of our previous 3 offices and many of our close to 180 employees are spread all across the United States. Those 180 employees support close to 300,000 users across 5,000 offices nationwide and now in Canada as well. Included in that is 8 out of the 15 largest Real Estate Brokerages in the nation. But, despite being happy with what we’ve achieved we know that as industry leaders in our space there’s a lot of work left to be done. All of the growth and success that has happened is a result of us obsessing over building cutting edge software that makes the Real Estate world a better place. We know this only happens by hiring people who don’t just come up with out of the box ideas but hiring people who actually see those ideas through and bring them to life. As we’ve grown, we’ve been fortunate enough to hire plenty of people who possess that quality and realize it’s equally important to hire people who can pair that skill with empathy, collaboration, and a keen sense of urgency. If you’re looking to join a company where you can have real impact and surround yourself with an incredible team of people then look no further. SKYSLOPE’S CORE VALUES 💪🏻 These are the principles that helped us get to where we are and they are the principles that will guide us to where we want to go in the future. You can apply them to your professional life, your personal life, to any business and any situation. In no specific hierarchy, our core values are: Awareness | Execution | Obsession | Ownership | Humility | Radical Candor | Urgency | Greatness | Inches Learn more about our core values from our CEO, Tyler Smith here! THE JOB 💻 As SkySlope’s newest Customer Support Agent, you’ll be responsible for providing exceptional customer, technical, and product support to customers in pursuit of making life better for every real estate agent, broker and service provider. Specifically, you’ll be responding to customer support tickets and resolving issues, supporting peers in order to increase overall efficiency of the whole department, and maintaining expert level proficiency on the system. Our Customer Support Team operates on a 24/7 basis 364 days out of the year, including all major holidays which are paid overtime. Each team member is assigned to a 4×10 schedule (4 shifts per week, 10 hours per shift) determined through a seniority-based shift bid process. DAY-TO-DAY RESPONSIBILITIES 📞 Responding and resolving customer support tickets that come in via emails, live chats, and phone calls in a timely and professional manner, while building customer rapport Contributing to the efficiency of the software support department, while also supporting their team members Be a subject matter expert on the SkySlope platform and confidently resolve issues customers are having Troubleshooting technical issues and maintaining strong communication with the customer throughout the process Identifying, testing, and escalating websites issues to QA as necessary Using down-time when there are no open or incoming tickets to complete File Recs from the service queue, or completing other tasks assigned by Department Leadership or Management Maintaining a fluctuating volume of incoming tickets/supporting other team members as volume varies REQUIRED EXPERIENCE & EDUCATION 🎓 Experience providing a high level of customer service, preferably in a technology environment or call center Experience multi-tasking multiple responsibilities Experience with both Microsoft and Mac platforms Experience using a variety of different web browsers Ability to type 40+ WPM Excellent written and verbal communication skills Excellent teamwork skills $24 – $24 an hour The pay rate for this position is $24.00 hourly Perks & PTO 🌴 – $1000 referral bonuses – 15 PTO days per year – 16 paid holidays per year (5 floating to be used at any time) – Paid day off on your birthday – 5 Days Paid Bereavement Leave – 6 Weeks Paid Parental Leave Insurance Offerings 👩⚕️ – Medical, Dental and Vision Insurance – Short and Long Term Disability Insurance – Company paid Life Insurance – Flexible Spending Account (FSA) – Health Spending Account (HSA) Retirement and Investment 💸 – 401k + match – Employee Stock Purchase Plan opportunities We sincerely thank you for taking the time to review our open positions and hope you’ll take the time to submit a concise and thoughtful application. Still thinking about applying? Waiting to hear back from us? Check out our social media in the meantime! SkySlope | Facebook | Instagram | YouTube | LinkedIn | Twitter Your privacy is important to us. Learn more about what data is collected and how we use it here .