Technical Support Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Become proficient in the functionalities of Sierra Interactive’s real estate CRM, IDX websites, and platform.

• Offer technical, educational, and account management assistance via phone, email, and other support channels.

• Investigate, troubleshoot, and document technical issues effectively.

• Collaborate with platform experts and other teams to identify and resolve challenges.

• Utilize internal resources, knowledge bases, and team expertise to provide accurate and timely solutions.

• Identify at-risk customers and actively contribute to their recovery and success.

• Explore, test, and integrate GenAI, low-code/no-code, and automation technologies.

• Spot opportunities to minimize manual efforts through automation, AI, and process enhancements.

• Design, construct, test, and implement solutions driven by automation, scripts, and workflows.

• Develop and maintain documentation and repeatable processes for implemented solutions.

• Create internal and customer-facing documentation as the platform evolves.

• Share customer feedback, recurring issues, and frontline insights to enhance platform functionality and user experience.

• Collaborate with cross-functional teams on support projects and initiatives.

• Enhance team processes, support tools, and workflows.

• Keep updated on product enhancements, new features, and emerging technologies.

⛳️ Requirements

• High school diploma or GED is necessary.

• 1–3+ years of experience in customer support, technical support, product support, or customer success in a SaaS environment.

• Strong understanding of IT fundamentals, including hardware, software, networking, and internet technologies.

• Proven experience troubleshooting technical issues.

• Familiarity with variables, loops, conditional logic, and basic data manipulation.

• Capability to independently learn unfamiliar software, tools, and technical concepts.

• Hands-on experience with, or keen interest in, GenAI tools, low-code/no-code platforms, and workflow automation tools.

• Knowledge of HTML, CSS, JavaScript, APIs, JSON, and DNS.

• Experience with HubSpot or similar help desk platforms, Atlassian tools such as Jira and Confluence, CRM systems, Windows, and Google Workspace.

• Ability to take improvements from conception through scoping, building, testing, documenting, deploying, and maintaining solutions.

• Excellent written and verbal communication skills.

• Ability to clearly explain technical concepts, platform functionality, and workflows.

• Patience, empathy, and professionalism when handling challenging conversations.

• Capability to communicate directly with customers via phone.

• Ability to work independently as well as collaboratively.

• A high school diploma or GED is required; no alternative experience to the credential is stated.

• Comfortable and effective working in a fully remote setting.

• Experience in the real estate industry is a plus.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage; fully covered for the employee, with options to add spouse/partner and dependents.

• 401k retirement plan with up to 4% matching.

• 15 days of paid time off (PTO).

• 10 paid holidays.

• 12 weeks of paid parental leave.

• Fully remote work environment.