Job Description

Summary:

The purpose of the Customer Support Technician (CST) is to provide exceptional technical support to customers in pursuit of making life better for every real estate agent, broker and service provider. Specifically, this involves 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.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Responsible for handling customer support tickets that come in via emails, live chats and phone calls in a timely and professional manner, while building customer rapport.
2. Meets all Service Level Agreements (SLAs), including: answering a phone call within 2 rings, chats within 10 seconds, emails within 20 minutes, and returning any missed calls or chats immediately.
3. Maintains high levels of customer satisfaction, including but not limited to maintaining a ticket rating average of 9.7 out of 10 or higher.
4. Effectively troubleshoots technical issues and maintains strong communication with customers throughout the process.
5. Identifies, tests, and escalates software issues to the appropriate party.
6. Responsible for contributing to the efficiency of the customer support department, while also supporting their team members.
7. Maintains fluctuating volume of incoming tickets; Supports other team members as volume varies.
8. Works quickly and efficiently, makes the best use of time.
9. Uses 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.
10. Expected to be proficient on the SkySlope platform and is confident in their abilities to resolve related problems.

Other duties:

• Responsible for meeting with a member of Department Leadership to participate in a “1:1” conversation, an open dialogue about performance, department culture, and personal growth & development.
• Responsible for any quarterly group and individual projects as assigned by CSM.

Measurables

• Fair share/percentage of ticket types taken per month.
• Meets or exceeds Service Level Agreements (SLAs).
• Maintains a ticket rating average of 9.7 out of 10 or higher.
• Weekly declined call average of 0.
• 90% on monthly evaluations across each channel.
• Respond to Leadership emails within 24-working hours or less.

Competencies

• Excellent customer service
• Excellent communication
• Technical Capacity
• Ability to type 40+ WPM
• Multi-tasking
• Team-oriented