Technical Support Specialist

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

📋 Description

• Act as the main technical support liaison for clients, outsourcers, agents, and other end users utilizing the Pyramid Platform and Red Bell infrastructure.

• Diagnose and resolve incoming technical problems and inquiries received through phone and email, adhering to established SLA and quality metrics.

• Deliver onboarding and ongoing training for both new and existing users regarding platform functionality and optimal practices.

• Examine support ticket patterns to identify recurring challenges and suggest system or process improvements.

• Recommend new features and platform upgrades based on client insights and usage trends.

• Interact directly with clients and end users to gather and clarify their requirements.

• Collaborate with the development team to ensure that business and client needs are accurately understood and addressed.

• Evaluate new features and enhancements for quality and functionality prior to production launch.

• Contribute to and update internal and client-facing knowledge base materials.

• Execute additional responsibilities as assigned.

⛳️ Requirements

• Proficient in Microsoft Excel and Word.

• A background in real estate is essential.

• Experience in REO, Rental Management, Loss Mitigation, Real Estate Acquisition, or Short Sales is highly preferred.

• Previous experience in a technical support, help desk, or client support capacity is preferred.

• Strong organizational, time management, and prioritization abilities.

• Capability to communicate effectively with management, clients, and technical personnel.

• Self-driven and eager to acquire new systems and skills.

• Ability to work independently with minimal oversight, while recognizing when to escalate issues.

• Outstanding verbal, written, and interpersonal communication skills.

• Ability to analyze recurring problems and convert findings into practical recommendations.

• Availability to work from 8:00 am to 5:00 pm MST during core hours.

🏝️ Benefits

• PTO as needed.

• Comprehensive insurance coverage.

• 401(k) match.

• Stock option grants.

• Stock purchase plan.

• Flexibility to work from the location that suits you best: at home, in an office, or on the go.