Job description
Inside Real Estate is a fast-growing, profitable, privately-held company and a technology leader in the real estate industry. In an industry where fluctuation is often the norm, we don’t merely adapt. We create. We innovate. We lead. We discover solutions to new challenges and make something remarkable. We are on a mission to simplify workflows for Real Estate companies around the country, and we are looking to add to our team.
In this role, you will engage with Inside Real Estate users via live chat, email, or phone, to quickly answer questions, advise on best practices, and escalate product issues.
T1 Support Specialist (I)’s are directly responsible for:
- Responding to assigned customer chats, emails, or calls during dedicated business hours
- Balancing workload to respond to and resolve multiple customer cases at a time
- Providing 1st touch resolution as often as possible to resolve customer issues in a single touchpoint
- Providing world class customer service at all times
- Providing customers with appropriate resources to help them succeed with our suite of products
- Quickly identifying and escalating customer and product issues to Tier 2 Support or other departments as appropriate
- Making marketplace add-on suggestions to customers when appropriate
- Displaying professionalism in all written and verbal correspondence
- Recording detailed activities of customer interactions using our internal ticketing system
- Maintaining product expertise and staying up to date with the latest product releases
- Contributing content requests to help maintain the client facing Support Site, internal canned responses, and user FAQs
Performance Expectations/KPIs Chat:
- Production- 25 or more per day (average)
- First Response Time: 10 minutes or less
- CSAT: 92% or more
Performance Expectations/KPIs Email & Phone:
- Production- 20 or more per day (average)
- First Response Time: 4 hours or less
- CSAT: 92% or more
Skills & Qualifications:
- 1+ years related customer support experience
- Ability to deliver world class customer service
- Keen problem solving with a unique ability to think on your feet
- Strong organizational and time management skills
- Self-starter and comfortable taking the initiativeIntellectually curious with a strong desire to see things to resolution
- Adaptable to change and able to quickly learn new tools and technologies
- Experience with other technologies such as Salesforce, Wordpress, Intercom, JIRA, and Slack
- Familiarity with SaaS solutions and enterprise-level customers is a plus
- General understanding of the Real Estate Industry preferred
- 4 year degree preferred
Salary:
- $40,000.00 Annually
At Inside Real Estate enjoy:
Small company feel, with big company growth, support, and stability
Competitive compensation, bonus opportunities, and great benefits including Medical, Dental, Vision, HSA, FSA, 401k Retirement Savings, voluntary benefits, paid time off and paid holidays
401K Employer Matching
Company-paid Parental Leave
A focus on driving top results in a fun environment
Opportunities to grow within our company
Potential to work in a remote setting
Exciting/energetic work environment and fun, creative culture
EEO - We believe that the unique contributions of all Insiders are the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experiences we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, marital, veteran, or disability status.
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