Support Analyst

Sierra Interactive is a leading real estate technology platform serving thousands of real estate agents, teams, and brokers across the US and Canada. Our software enables our customers to generate more leads, win more deals, and do so more efficiently. We are a profitable, high-growth company, having more than doubled our customer base over the past two years. Sierra has over 60 employees based in locations across the United States — we are fully remote. We have ambitious growth plans over the next five years, and that's where you come in.

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 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.

• 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.
• You take pride in teaching a topic, explaining a feature, and helping others understand problems — and providing solutions.
• Your writing skills are top-notch. You have an engaging, conversational style and a solid grasp of grammar.
• You are confident and thorough when handling billing or account management inquiries.
• You are exceptionally good at noticing patterns and developing processes to make our team members' lives easier and our clients happier.
• You're organized and able to juggle multiple priorities at one time. You can switch gears quickly and re-adjust your focus as needed.
• Technical Knowledge: 
• Proficient understanding of IT fundamentals including hardware, software, networking, and internet usage.
• Experience troubleshooting technical issues. 
• 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.
• Proficient in Windows and GSuite.
• Interpersonal Abilities:
• You're a hard worker — both independently and in group settings — with a proven track record of getting things done carefully and efficiently. You're patient and pay attention to the details. 
• Working with people makes you happy. You're a talented communicator and can artfully break down, solve, and explain complex issues.
• You take pride in your ability to defuse tense situations with humor and grace. The prospect of working through an issue with an agitated customer doesn't scare you.
• You are not afraid to call a client to provide a resolution when necessary.
• Additional Requirements: 
• You thrive working remotely.
• Real Estate experience is a plus.

• 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.