Technical Support Specialist


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
  • 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…

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