Customer Experience – Customer Support /Full-time /Remote

OUR ORIGIN STORY 🎂

In 2011 SkySlope started as an idea born at the kitchen table of our CEO, with just him and two others. Headquartered in Sacramento, California, we have since grown out of our previous 3 offices and many of our close to 150 employees are spread all across the United States. Those 150 employees support close to 300,000 users across 5,000 offices nationwide and now in Canada as well. Included in that is 8 out of the 15 largest Real Estate Brokerages in the nation.

But, despite being happy with what we’ve achieved we know that as industry leaders in our space there’s a lot of work left to be done. All of the growth and success that has happened is a result of us obsessing over building cutting edge software that makes the Real Estate world a better place. We know this only happens by hiring people who don’t just come up with out of the box ideas but hiring people who actually see those ideas through and bring them to life. As we’ve grown, we’ve been fortunate enough to hire plenty of people who possess that quality and realize it’s equally important to hire people who can pair that skill with empathy, collaboration, and a keen sense of urgency. If you’re looking to join a company where you can have real impact and surround yourself with an incredible team of people then look no further.

SKYSLOPE’S CORE VALUES 💪🏻

These are the principles that helped us get to where we are and they are the principles that will guide us to where we want to go in the future. You can apply them to your professional life, your personal life, to any business and any situation. In no specific hierarchy, our core values are:

THE JOB 💻

As SkySlope's newest Customer Support Technician, you'll be responsible for providing exceptional customer, technical, and product support to customers in pursuit of making life better for every real estate agent, broker and service provider. Specifically, you'll be responding to customer support tickets and resolving issues, supporting peers in order to increase overall efficiency of the whole department, and maintaining expert level proficiency on the system.

Our Customer Support Team operates on a 24/7 basis 364 days out of the year, including all major holidays. Each team member is assigned to a 4x10 schedule (4 shifts per week, 10 hours per shift) determined through a seniority-based shift bid process.

DAY-TO-DAY RESPONSIBILITIES 📞

Responding and resolving customer support tickets that come in via emails, live chats, and phone calls in a timely and professional manner, while building customer rapport
Contributing to the efficiency of the software support department, while also supporting their team members
Be a subject matter expert on the SkySlope platform and confidently resolve issues customers are having
Troubleshooting technical issues and maintaining strong communication with the customer throughout the process
Identifying, testing, and escalating websites issues to QA as necessary
Using down-time when there are no open or incoming tickets to complete File Recs from the service queue, or completing other tasks assigned by Department Leadership or Management
Maintaining a fluctuating volume of incoming tickets/supporting other team members as volume varies

REQUIRED EXPERIENCE & EDUCATION 🎓

Experience providing a high level of customer service, preferably in a technology environment or call center
Experience multi-tasking multiple responsibilities
Experience with both Microsoft and Mac platforms
Experience using a variety of different web browsers
Ability to type 40+ WPM
Excellent written and verbal communication skills
Excellent teamwork skills

$24.50 - $24.50 an hour

The pay rate for this position is $24.50 hourly.

Medical Insurance – Company pays flat dollar amount towards premium

There are 3 plan options

Our Medical Insurance plans are provided through United Healthcare

The United Healthcare HMO is only offered to California residents

Eligibility begins 1st of the month following date of hire

Per Paycheck (24 pay periods a year)

Employee costs per tier are as follows:

Basic Life and AD&D Insurance (with additional Voluntary Plans available) – Company paid plan with a guarantee issue amount of $25,000.

Plan is administered through Principal

Eligibility begins 1st of the month following date of hire

Pricing varies for additional coverage, based upon age, coverage and dependent classification

Voluntary Short & Long Term Disability Insurance Plans – Optional plans to help protect your financial well-being.

Plan is administered through Principal

Eligibility begins 1st of the month following date of hire

Pricing varies, based upon age

Flexible Spending Account – A tax savings account you put money into that you use to pay for certain out-of-pocket health care and dependent care costs.

Plan is administered through Discovery Benefits

Eligibility begins 1st of the month following date of hire, if you sign up by the 25th of the month

Health Savings Account (HSA)– A tax savings account for employees enrolled in a High Deductible Health Plan. You can put money into this account to pay for certain out-of-pocket health care costs

Plan is administered through Discovery Benefits

Eligibility begins 1st of the month following date of hire, if you sign up by the 25th of the month

Must be enrolled in the UHC HDHP/HSA medical plan with SkySlope to be eligible

SkySlope contributes $300 to an individual HSA and $600 to a family HSA

401(k) Plan – Company will match $0.50 on each $1.00 contributed up to the first 6% of eligible earnings

Plan is administered through Principal

Eligibility begins first pay date after 90 days of employment

Auto-enrollment after eligibility at 3% of gross annual earnings

Defer between 1% and 40% of eligible contribution

Employee Stock Purchase Plan - Company match equal to 33.3333% of dollars contributed to the plan, based upon the average purchase price for the quarter.

Plan administered through Fidelity

Eligibility begins first pay date after 90 days of employment

May contribute after-tax dollars from 3% to 15% of base earnings

Paid Time Off (PTO) – Company provides 120 hours (equivalent of 15 days) of PTO for new hires

PTO accrual begins after 90 days of employment

16 Paid Holidays

11 observed, 5 floating (used for personal holidays)

List of observed holidays published annually

Eligibility begins on your first day of employment

Bereavement Leave – Company will provide you with the following off to grieve the loss of a loved one.

5 paid days of leave for an immediate family member. This is a spouse, child, parent, grandparent.

1 paid day of leave for a close non-family member.

Discounts through Fidelity - Purchasing discounts for wireless, car rentals, hotels and more…

Pet Insurance through Nationwide- 50%, 70% reimbursement plans available through Nationwide with options for wellness. SkySlope contributes $20 a month, per pet, up to 2 pets towards the cost of the plan

Paid Parental Leave - All full-time regular employees are eligible for SkySlope’s Paid Parental Leave program, which provides employees with up to six (6) weeks of pay following the birth or placement of a new child. Paid Parental Leave must be taken within the first 6 months of the birth or placement of a new child. Employees will be paid at their regular rate of pay based upon their normal work schedule, up to a maximum of forty (40) hours per week.

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