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Support Analyst

1 month, 3 weeks ago
United States
Full-time
Junior
Customer Support
Technical Writing and Documentation
Confluence CSS DNS HTML HubSpot JavaScript JIRA JSON
Apply Now
Sierra Interactive

Sierra Interactive

Sierra Interactive provides residential real estate software and services, offering professional design, managed lead generation, MLS integration, and extensive integrations. Trusted by top teams, they help attract leads and close deals efficiently.

Real Estate
51-250
Founded 2008
View All Jobs

Description

  • Learn Sierra Interactive’s real estate CRM and IDX website products and platform in depth.
  • Provide respectful, kind, and enthusiastic support to customers throughout ongoing interactions.
  • Troubleshoot technical issues and work with platform experts to identify, document, and resolve problems.
  • Use knowledge bases, internal documentation, and team support to solve customer issues efficiently.
  • Answer support requests by phone, email, form submissions, and other ticket channels for technical, educational, and account matters.
  • Create and maintain clear documentation for client-facing and internal knowledge bases.
  • Synthesize customer feedback to help inform and contribute to new feature development.
  • Help improve the efficiency and scalability of the support platform as the customer base grows.
  • Collaborate cross-functionally on special projects to improve Customer Experience operations.
  • Recognize at-risk customers and assist in recovery efforts.

Requirements

  • High school diploma or GED.
  • 1-3+ years of experience in customer support, product support, or customer success in a SaaS environment.
  • Strong interest in becoming an expert in a product and using that knowledge daily to teach and solve problems.
  • Excellent writing skills with an engaging, conversational style and strong grammar.
  • Confidence and thoroughness when handling billing and account management inquiries.
  • Ability to notice patterns and develop processes that improve team efficiency and customer satisfaction.
  • Strong organizational skills with the ability to juggle multiple priorities and switch gears quickly.
  • Proficient understanding of IT fundamentals, including hardware, software, networking, and internet usage.
  • Experience troubleshooting technical issues, with familiarity in HTML/CSS/JavaScript, APIs/JSON, and DNS.
  • Experience with HubSpot or similar web-based help desk platforms, Atlassian tools such as Jira and Confluence, CRM systems, Windows, and GSuite.
  • Strong interpersonal and communication skills, including the ability to de-escalate tense situations and handle difficult customer conversations.
  • Comfort working remotely and calling clients when needed to provide resolutions.
  • Real estate experience is a plus.

Benefits

  • Medical, dental, and vision coverage with full employee premium covered.
  • Option to add spouse/partner and dependents to the health plan.
  • 401(k) retirement plan with up to 4% matching.
  • 15 days of PTO plus 10 paid holidays.
  • 12 weeks of paid parental leave.

Interested in this position?

Apply directly on the company website

Apply Now

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