Support Specialist I - Back Office

Responsibilities

• Serving as the customer’s primary point of contact
• Responding to assigned customer chats, emails, and calls during dedicated business hours
• Balancing workload to respond to and resolve multiple customer cases at a time
• Providing world-class customer service at all times
• Maintaining deep subject matter expertise in Inside Real Estate’s back office transaction management, commissions and accounting platform
• Quickly identifying and escalating customer and product issues to Sr Support Reps or Team Lead and other departments or Support teams as appropriate
• Preparing and monitoring Jiras submitted to Product or Development teams and advocating for client through resolution
• Troubleshooting and working with 3rd party partners
• Helping find solutions to our customers’ toughest technical and business questions
• Owning customer issues, from start to finish
• Helping customers configure BTBO platform and execute tasks within modules including Agent Onboarding, Transaction Management, Commission Automation, Accounting and Reporting/Analytics
• Delivering product training sessions via phone and web conference software
• Handling complaints and problems efficiently and with urgency
• 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

Requirements

• Must be located in Utah and able to work onsite at our Murray, UT location
• Four year technical degree (Computer Science, IT, IS, or related) or 2-4 years related experience
• Keen problem solving with a unique ability to think on your feet
• Self-starter and comfortable taking the initiative
• Proven ability to exercise judgment to deliver superior customer service
• Ability to analyze software performance and functionality in SaaS web/mobile environments
• Experience with accounting concepts and practices
• Intellectually curious with a strong desire to see things to resolution
• Adaptable to change and able to quickly learn new tools and technologies
• Strong organizational and time management skills
• Detail oriented
• Familiarity with SaaS solutions and enterprise-level customers a plus
• Utilize email, calls, GMeets and chats to connect with customers and troubleshoot issues
• General understanding of the Real Estate Industry preferred

Benefits

• Competitive salary
• Medical plans to choose from - 1 PPO and 2 HDHPs
• Dental plans to choose from
• Vision
• HSA - company-funded
• FSAs - healthcare, limited purpose, dependent care
• Short-Term Disability - company-paid
• Long-Term Disability - company-paid
• Basic Employee Life Insurance - company-paid
• Voluntary Dependent Life Insurance
• Voluntary Accident Insurance
• Voluntary Critical Illness
• Voluntary Hospital Indemnity
• ID Protection
• Pet Insurance
• 401(k) Retirement Savings with company match
• Paid PTO/Vacation/Sick Time
• 11 company-recognized holidays

Company

We offer a competitive total rewards package including:

• Competitive salary
• Medical plans to choose from - 1 PPO and 2 HDHPs
• Dental plans to choose from
• Vision
• HSA - company-funded
• FSAs - healthcare, limited purpose, dependent care
• Short-Term Disability - company-paid
• Long-Term Disability - company-paid
• Basic Employee Life Insurance - company-paid
• Voluntary Dependent Life Insurance
• Voluntary Accident Insurance
• Voluntary Critical Illness
• Voluntary Hospital Indemnity
• ID Protection
• Pet Insurance
• 401(k) Retirement Savings with company match
• Paid PTO/Vacation/Sick Time
• 11 company-recognized holidays

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.