Support Analyst

Summary

Join Sierra Interactive as a Support Analyst and provide exceptional technical and account management support to our real estate clients using our website and CRM platform. You will ensure client success through top-notch education and technical assistance. Key responsibilities include troubleshooting technical issues, developing new features based on client feedback, creating documentation, and collaborating with other teams. The ideal candidate possesses 1-3+ years of customer support experience in a SaaS environment, strong writing skills, and technical proficiency. Sierra Interactive offers a fully remote work environment with excellent benefits, including comprehensive health insurance, a 401k plan, generous PTO, and paid parental leave.

Requirements

• High school diploma or GED
• 1-3+ years working in customer support, product support, or customer success in a SaaS environment
• Proficient understanding of IT fundamentals including hardware, software, networking, and internet usage
• Experience troubleshooting technical issues
• Proficient in Windows and GSuite

Responsibilities

• Learn our real estate CRM and IDX website products and platform inside and out
• Engage with our customers with respect, kindness, and enthusiasm during your ongoing interactions
• Troubleshoot technical issues in our platform and work with our platform experts to identify, document, and fix problems
• Leverage available resources, such as knowledge bases and internal documentation, or seek help from more experienced team members to solve customer problems efficiently
• Contribute to the development of new features by synthesizing customer feedback and sharing your insights as a front-line support representative
• Help drive strategy to make our support platform more efficient and scalable as our customer base continues to grow
• Create clear, informative, and engaging documentation for both our client-facing and internal knowledge bases, and keep this documentation current as our platform evolves
• Collaborate cross-functionally with other teams and departments on special projects to enhance Customer Experience operations
• Answer phone, email, form-fill, and other support tickets on technical, educational, and billing matters
• Stay up-to-date with product developments as a part of a fast-paced and dynamic startup environment
• Recognize at-risk customers and assist in their recovery

Preferred Qualifications

• Real Estate experience
• Familiarity with HTML/ CSS/Javascript, APIs/JSON, and DNS
• Experience with using Hubspot or comparable web-based help desk platforms, as well as tools from Atlassian (such as Jira and Confluence) and Customer Relationship Management (CRM) systems
• You thrive working remotely

Benefits

• Excellent medical, dental, and vision coverage Full cost covered for employee, and option to add spouse/partner and dependents
• 401k retirement plan (up to 4% matching)
• 15 days PTO, 10 paid holidays
• 12 weeks paid parental leave