Support Engineer job in Remote | Inside Real Estate

Support Engineer
Inside Real EstateRemote3 months ago
As part of the Inside Real Estate team, the Support Engineer will work as a member of Customer Support. The Support Engineer is a product expert who owns advanced Support requests through customer cases to support our product users and account owners needs.
Responsibilities:
The Support Engineer owns advanced Support tasks, DevOps tasks, and client escalations.
The Support Engineer is responsible for:

  • Owning assigned cases and managing case workload

  • Providing support training/coaching to customers as required

  • Learning and staying in front of the changing and emerging product features

  • Ability to speak to clients in a technical manner and break down concepts into easy to understand terms

  • Ability to work independently, with limited supervision

  • Assisting the Customer Support Team on difficult or escalated cases

  • Communicating with Developers and Product Managers effectively

  • Identifying additional opportunities for new Support Engineering tasks

  • Resolving all assigned escalations

  • Meeting monthly case volume goals as set by the Director of Customer Support

  • Meeting monthly customer satisfaction goal: 92% of reviews are 4 and 5 stars

Additional responsibilities and requirements are:
  • Taking ownership of technical issues, and working with our Development team to resolve more advanced issues when necessary

  • Handling customer complaints and problems with the utmost urgency

  • Showing empathy with escalated customers

  • Act as the voice of the customer by communicating Support Engineering needs with appropriate departments and escalating as necessary
  • Analyze case content and either communicate or implement improvements to enhance the customer experience and initiate change

  • Collaborate with Support Management to ensure Support Engineering Team has the tools necessary for success

  • Identifying training needs for Customer Support
  • Help maintain internal documentation for Support Engineering resources

  • Establish and maintain in depth relationships with assigned key accounts when needed

  • Display exemplary phone, email, and live chat service

  • Display professionalism in all written and verbal correspondence

  • Maintaining product expertise and staying up to date with the latest product releases

  • Properly manage, via the CRM system, all customer contact and case activity on a daily basis

  • Resolving escalated customer complaints or technical issues

  • Documenting troubleshooting and problem resolution steps

Requirements
Skills & Qualifications:
  • Intermediate/Advanced knowledge of:

    • PHP

    • MySQL

    • JavaScript

    • HTML/CSS

    • AWS console

  • Familiarity with:

    • PostMan

    • APIs

    • DNS, TCP/IP and other networking concepts

    • Webhooks and Data parsing

    • Twilio or other VOIP providers

    • Jira

    • Salesforce or other CRM/ticketing systems

  • 2+ years of customer service experience

  • Strong people skills

  • Self Starter

  • Attention to detail

  • Focus on deadlines

  • Superior and professional communication skills (written and verbal)

  • Ability to multitask

  • Ability to work in a fast paced environment

  • Knowledge of Google Docs, Excel and the company CRM Systems

  • Bachelor's Degree is a PLUS

  • Knowledge of Salesforce

  • Knowledge of Intercom

Benefits
Medical, Dental, Vision, 401(k) and more
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