Support Analyst

Sierra Interactive is a leading real estate SaaS platform helping agents, teams, and brokerages across the U.S. and Canada grow their businesses. Our products help customers generate more leads, close more deals, and operate more efficiently. We’re a profitable, high-growth company with a fully remote team of 60+ employees and ambitious expansion goals over the next five years.

Job Summary:

As a Sierra Interactive Support Analyst, you will provide excellent technical and account management support as our clients utilize our real estate websites and CRM platform. Your job is to ensure that our clients successfully use our software by providing the best education and technical support. 

Key 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 account 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.

Requirements

• Education: High school diploma or GED

• Experience: 1-3+ years working in customer support, product support, or customer success in a SaaS environment

• Skills:

• You are thrilled at the opportunity to gain expertise in a subject and engage with it on a daily basis.