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True Forward

September 18, 2024 by engageRE

Filed Under: Uncategorized

Product Support Specialist – Tier 2

September 4, 2020 by engageRE

As Product Support Specialist - Tier 2, you will be responsible for providing second and third level subject matter expertise, guidance, and technical support in an efficient and effective manner. Our customers will rely on you to have advanced experience with our systems. The ability to clearly communicate with the various support levels, vendors, leadership, and users of the applications is essential.

You will be able to identify problems, their probable causes, their impacts on operations, report them to the appropriate parties, offer possible solutions, and decide on the optimal course of action; able to independently and/or collaboratively bring problems to a complete resolution.

The Product Support Specialist - Tier 2 will be responsible for the following:

  • Resolve tickets escalated to the Tier 2 and Tier 3 queues. Proactively manage escalated incidents through resolution and/or de-escalation to lower support levels and communicate with other groups as appropriate to ensure issue resolution. Solve routine and non-standard problems requiring original thinking and deductive reasoning

  • Provide support for all detected outages. Coordinate with senior team members based on impact, as well as developers and vendors to determine the root cause and user impacts. Proactively coordinate among various groups for Incident/Problem triage, action steps, root cause analysis, and long-term resolution

  • Take initiative in keeping current with developments in applications. Learn new functionality being implemented for monthly releases in order to support user questions and issues. Assist with assimilating new tools and services designated for operational support.

  • Create, update, and maintain internal documentation associated with common issues and includes applicable work arounds and provides information on customer impact. Add to documentation to expand the department’s knowledge base. Proactively research issues using documentation and other available tools

  • Use the Zoho CRM to fully document and log all technical support events, inquiries, and resolutions. The ideal candidate will have experience monitoring a service desk queue

  • Demonstrate ability to self-manage assuming full ownership of all outcomes start to finish

  • Provide phone/live chat support for customer questions/concerns

  • Other duties as assigned by supervisors

Qualifications:

  • B.S. with at least two years of related experience OR non-degreed with at least 5 years of relevant experience

  • Experience troubleshooting and problem solving end user issues with software applications

  • 1+ years of experience in advanced support for applications, infrastructure, or service desk preferred

Soft Skills:

  • Excellent verbal and written communication, time management, and the ability to work independently and in a team environment; relationship builder

  • High level of customer service

  • Strong analytical skills, robust troubleshooting skills, and a high attention to detail, ability to multitask

Must have experience with Google Suite. Prefer experience with SEO, social media platforms, and CRM solutions.

As a remote employee, you will be responsible to procure and maintain a suitable work environment as well as adequate computing resources, including a Windows-based PC or laptop and a high speed internet connection. Any specialized software or hardware required will be provided by the company.

Full Time: 40 hours/week

M-F, 8 a.m. – 5 p.m. preferred

 

 

Filed Under: Uncategorized

Product Support Specialist – Tier 1

September 4, 2020 by engageRE

real.leads, inc. is an internet-based company that provides technology support to top producing real estate agents and offices throughout the United States, and we are looking for a self-starter to join our team!

As Product Support Specialist - Tier 1, you will be responsible for providing first level subject matter expertise, guidance, and technical support in an efficient and effective manner. Our customers will rely on you to have experience with our systems. The ability to clearly communicate with the various support levels, vendors, leadership, and users of the applications is essential.

You will be able to identify problems, their probable causes, their impacts on operations, report them to the appropriate parties, offer possible solutions, and decide on the optimal course of action; able to independently and/or collaboratively bring problems to a complete resolution. 

  • Provide phone/live chat support for customer questions/concerns
  • Take initiative in keeping current with developments in applications. Acquire and maintain knowledge of products and support policies in order to provide technically accurate solutions to customers. Learn new functionality being implemented for monthly releases in order to support user questions and issues
  • Provide first level support for inbound support requests
  • Diagnose and troubleshoot user questions and issues, as well as recognizing the need for education
  • Assist in the resolution of user and support issues among company products to ensure timely distribution of knowledge and positive impact on user satisfaction
  • Research, resolve, and respond to questions received via telephone calls, e-mail, and callbacks in a timely manner, in accordance with current procedures
  • Use the Zoho CRM to fully document and log all technical support events, inquiries, actions taken, and resolutions. The ideal candidate will have experience monitoring a service desk queue
  • Works effectively and professionally with other team members, learns from and shares knowledge with others by documenting and contributing to knowledge base
  • Assists associates in Product Support Specialist 2 role on initiatives and support issues as assigned

Qualifications Required:

  • Technical aptitude and general knowledge of personal computers, mobile computing, and internet proficiency.
  • Excellent customer service skills with strong written and verbal communication skills.
  • Ability to work independently with minimal need for supervision.
  • A positive attitude when working within a team, with customers, peers, and management.
  • Experience and familiarity with both Microsoft and Google-based productivity tools, including Word, Excel and Google Apps.

Qualifications Preferred:

  • Two years experience working in a help desk environment
  • Experience with real estate office administration or agent support
  • Basic understanding of effective SEO strategies
  • Basic understanding of social media business applications
  • Two year technical or communications degree preferred. Equivalent work experience may be used in lieu of AA degree and will be evaluated on an individual basis.

As a remote employee, you will be responsible to procure and maintain a suitable work environment as well as adequate computing resources, including a Windows-based PC or laptop and a high speed internet connection. Any specialized software or hardware required will be provided by the company.

Full Time: 40 hours/week

M-F, 8 a.m. – 5 p.m. preferred

How to Apply:

Send resume and cover letter to jobs@realleads.net

Filed Under: Uncategorized

Granger-Christiano Team

July 23, 2020 by engageRE

The Granger-Christiano Team chose the Clark Kit for their site, resulting in an appealing, colorful site that showcases their team members.

Granger-Christiano Team website full screenshot

Filed Under: Uncategorized

RE/MAX Infinity

July 23, 2020 by engageRE

RE/MAX Cobblestone Infinity chose the Jackson Kit for their site, resulting in a distinctive and classy design that leaves an impression on visitors.

View Live Site
RE/MAX Infinity full screenshot

Filed Under: Uncategorized Tagged With: Internal: Office, Jackson Client Site

RE/MAX Defined

July 23, 2020 by engageRE

RE/MAX Defined chose the Blackwell Kit for a stylish site that shows off their brand and office locations.

View Live Site
RE/MAX Defined full website screenshot

Filed Under: Client Gallery, Uncategorized Tagged With: Blackwell Client Site, Internal: Office

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© Copyright 2019 real.leads, inc.

engageRE is a trademark of real.leads, inc. LeadStreet is a registered trademark of RE/MAX, LLC. Other trademarks are the property of their respective owners