Technical Support Specialist
Full-time
Middle
Who is eXp?
Doing the audacious is part of eXp Realty’s DNA. We are a company that rewards creative minds who can offer bold solutions, where opinions matter, anything is possible and the outcome can be revolutionary. As a global full-service real estate brokerage utilizing a 3-D, fully immersive, cloud office environment, offering 24/7 access to collaborative tools & training, eXp has broken the traditional mold of real estate. We are doing big things. Come join us!
What you will do:
Represents eXp Realty as a front-line organization to assist agents and brokers with the technology tools that are provided. World-class customer service/experience is required for every interaction with strong problem-solving skills, empathy, and urgency to every engagement.
How you will make an impact:
- Providing a world-class customer experience to Real Estate Agents, Brokers and Staff, exhibiting eXp Cultural values and the Agent Experience Design Principles
- Work with Real Estate Agents, Brokers, and eXp staff to identify computer/software problems and advising on a solution
- Gather customer information and determine the issue by evaluating and analyzing the symptoms
- Diagnose and resolve technical hardware and software issues
- Identify trends and report to the manager of underlying problems and possible solutions
- Update self-help documents so agents/brokers/staff can use self-service to fix problems themselves
- Identify and escalate priority issues to the manager to work with product development or engineering
- Accurately process and record all agent engagements using a computer and designated tracking software
- Research required information using available resources
- Follow standard processes and procedures per agent specifications
- Redirect problems to the appropriate resource
- Offer alternative solutions where appropriate with the objective of retaining agents/brokers’ business
- Organize ideas and communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled callbacks to customers where necessary
- Stay current with eXp Realty technology information, changes and updates
How you will grab our attention:
- 2+ years in a high-volume, technical support role with a focus on delivering a world-class customer service/experience
- Real Estate background a plus
- Proper etiquette via engagement with agents/brokers in cloud-based environment and phone
- Ability to speak and write clearly and accurately
- Demonstrated proficiency in typing and grammar
- Knowledge of relevant software computer applications and equipment
- Knowledge of customer experience principles and practices
- Effective listening and problem-solving skills
- Ability to work remotely with no direct in-person supervision
Education:
- BA/AA degree in computer science or related field strongly preferred
- High School Diploma/GED required
What eXp Realty provides:
- Robust Medical coverage, as well as Dental & Vision benefits
- Company provided equipment; laptop, monitor, headset
- FSA plan
- 401k with a 4% match
- Stock option grant
- Fully remote environment
- Amazing company culture
- And more…