Support Specialist I - Tier 1

Alex Macwilliam, Inc. Real Estate - Murray, UT

Full-time - Entry Level

Murray, UT

About the position

Inside Real Estate is seeking a Support Specialist I to join their Customer Support team. This role involves engaging with users through live chat, email, or phone to provide assistance, resolve issues, and ensure customer satisfaction with the company's suite of products. The position emphasizes delivering world-class customer service and maintaining product expertise while contributing to the support resources.

Responsibilities

• Responding to assigned customer chats, emails, or calls during dedicated business hours
• Balancing workload to respond to and resolve multiple customer cases at a time
• Providing 1st touch resolution as often as possible to resolve customer issues in a single touchpoint
• Providing world class customer service at all times
• Providing customers with appropriate resources to help them succeed with our suite of products
• Quickly identifying and escalating customer and product issues to Tier 2 Support or other departments as appropriate
• Making marketplace add-on suggestions to customers when appropriate
• Displaying professionalism in all written and verbal correspondence
• Recording detailed activities of customer interactions using our internal ticketing system
• Maintaining product expertise and staying up to date with the latest product releases
• Contributing content requests to help maintain the client facing Support Site, internal canned responses, and user FAQs

Requirements

• 1+ years related customer support experience
• Ability to deliver world class customer service
• Keen problem solving with a unique ability to think on your feet
• Strong organizational and time management skills
• Self-starter and comfortable taking the initiative
• Intellectually curious with a strong desire to see things to resolution
• Adaptable to change and able to quickly learn new tools and technologies
• Experience with other technologies such as Salesforce, Wordpress, Intercom, JIRA, and Slack
• Familiarity with SaaS solutions and enterprise-level customers is a plus
• General understanding of the Real Estate Industry preferred
• 4 year degree preferred

Nice-to-haves

• Experience with Salesforce
• Experience with Wordpress
• Experience with Intercom
• Experience with JIRA
• Experience with Slack
• Familiarity with SaaS solutions
• General understanding of the Real Estate Industry

Benefits

• 401(k) matching
• Dental insurance
• Disability insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid PTO/Vacation/Sick Time
• 11 company-recognized holidays
• Company-paid Parental/Disability Leave
• Short-Term Disability - company-paid
• Long-Term Disability - company-paid
• Basic Employee Life Insurance - company-paid
• Voluntary Dependent Life Insurance
• Voluntary Accident Insurance
• Voluntary Critical Illness
• Voluntary Hospital Indemnity
• Legal Plan
• ID Protection
• Pet Insurance