< Back to all listings

Platform Expert (Customer Support)

Organization

Sierra Interactive

Description

Sierra Interactive is a Louisville, KY-based software company building tools that help real estate professionals across the US and Canada grow their businesses and run them more effectively. For more than 9 years, our customers have relied on our products as an essential part of their day-to-day operations. Our customers keep us in business, and we're committed to providing them with efficient and effective support. Your role: Provide ongoing technical support for clients of the Sierra Interactive real estate CRM platform. Sierra Interactive is a Louisville, KY-based software company building tools that help real estate professionals across the US and Canada grow their businesses and run them more effectively. For more than 9 years, our customers have relied on our products as an essential part of their day-to-day operations. Our customers keep us in business, and we're committed to providing them with efficient and effective support. Learn our products and platform inside and out. Treat our customers with respect, kindness and enthusiasm as you answer 20+ customer emails and 10+ phone calls per day. Troubleshoot technical issues in our platform and work with our developers identify, document and fix problems. Participate in new feature development by distilling customer feedback and providing your perspective as a platform expert. 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 our Sierra Knowledge Base, and keep this documentation current as our platform evolves. Host webinars for current and prospective customers, providing training on features and answering questions. Onboarding new clients as their sites launch. Stay up to date with product developments in a fast-paced and dynamic startup. Here's what your first 30/60/90 days will look like: First month: on-boarding, work through our client-facing training videos take administrative-level tickets to learn workflows and systems. During the second month you are working in more difficult tickets and answering the phone to provide immediate support. The third month is the final part of your training period. At the end of this month, you're answering support tickets at a steady rate, participating in building the product knowledge base, onboarding new clients, and leading webinars.

Requirements

You're based in the Louisville, KY area and able to work on-site with us at our offices in Butchertown. Experience with the fundamentals of web development, Google Analytics, and / or a web-based CRM or CMS is a big plus. You're excited at the prospect of mastering a subject and working in it day to day. You take pride in explaining and helping others understand problems and solutions.
You're a hard worker 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. Your writing skills are top notch. You have an engaging, conversational style and a solid grasp of grammar. You are passionate about noticing patterns and developing processes to make our team members' lives easier and our customers happier. You're organized and able to juggle multiple priorities at one time. You have the ability to switch gears quickly and re-adjust your focus as needed. Other Desired Experience: 1-3 years working in tech support and/or remote customer service. Experience with SAAS environments. Experience with BaseCamp, Trello or other task management systems. Expert proficiency in Windows or MacOS.

Type

Full-time

Work Schedule

Other — Flexible work hours between 8AM and 6PM, M-F

Salary

Hourly $12.5-$17.5 DOE

Benefits

Competitive salary. Post 90 day probationary period: Paid Time Off (Vacation, Sick & Public Holidays); Retirement Plan (IRA); Health Insurance. Something else that’s important to you? Talk to us. We’re flexible and committed to providing a healthy work environment where great people can thrive.

Required Education

High School Diploma

Work Location

Louisville

Application Process

contact careers@sierrainteractive.com

< Back to all listings