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.
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

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

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