Customer Support Agent – Remote (Must Reside in the US)

<div> <strong>OUR ORIGIN STORY</strong> 🎂</div> <div>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 180 employees are spread all across the United States. Those 180 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.</div> <div>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.</div> <div></div> <div> <strong>SKYSLOPE’S CORE VALUES</strong> 💪🏻</div> <div>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:</div> <div>Awareness | Execution | Obsession | Ownership | Humility | Radical Candor | Urgency | Greatness | Inches</div> <div> <strong><a rel="noopener noreferrer" class="postings-link" href="https://www.youtube.com/supported_browsers?next_url=https%3A%2F%2Fwww.youtube.com%2Fwatch%3Fv%3DWNW0VLFjqzM&amp%3Bt=35s" target="_blank">Learn more about our core values from our CEO, Tyler Smith here!</a></strong></div> <div></div> <div> <strong>THE JOB</strong> 💻</div> <div>As SkySlope’s newest Customer Support Agent, 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.</div> <div>Our Customer Support Team operates on a 24/7 basis 364 days out of the year, including all major holidays which are paid overtime. Each team member is assigned to a 4×10 schedule (4 shifts per week, 10 hours per shift) determined through a seniority-based shift bid process.</div> <div> <strong>DAY-TO-DAY RESPONSIBILITIES 📞</strong></p> <ul class="posting-requirements plain-list"> <ul> <li>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</li> <li>Contributing to the efficiency of the software support department, while also supporting their team members</li> <li>Be a subject matter expert on the SkySlope platform and confidently resolve issues customers are having</li> <li>Troubleshooting technical issues and maintaining strong communication with the customer throughout the process</li> <li>Identifying, testing, and escalating websites issues to QA as necessary</li> <li>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</li> <li>Maintaining a fluctuating volume of incoming tickets/supporting other team members as volume varies</li> </ul> </ul> </div> <div> <strong>REQUIRED EXPERIENCE & EDUCATION 🎓</strong></p> <ul class="posting-requirements plain-list"> <ul> <li>Experience providing a high level of customer service, preferably in a technology environment or call center</li> <li>Experience multi-tasking multiple responsibilities</li> <li>Experience with both Microsoft and Mac platforms</li> <li>Experience using a variety of different web browsers</li> <li>Ability to type 40+ WPM</li> <li>Excellent written and verbal communication skills</li> <li>Excellent teamwork skills</li> </ul> </ul> </div> <div>$24 – $24 an hour</div> <div> <strong>The pay rate for this position is $24.00 hourly</strong></div> <div> <strong>Perks & PTO</strong> 🌴</div> <div> – $1000 referral bonuses</div> <div> – 15 PTO days per year</div> <div> – 16 paid holidays per year (5 floating to be used at any time)</div> <div> – Paid day off on your birthday</div> <div> – 5 Days Paid Bereavement Leave</div> <div> – 6 Weeks Paid Parental Leave</div> <div> <strong>Insurance Offerings</strong> 👩⚕️</div> <div> – Medical, Dental and Vision Insurance</div> <div> – Short and Long Term Disability Insurance</div> <div> – Company paid Life Insurance</div> <div> – Flexible Spending Account (FSA)</div> <div> – Health Spending Account (HSA)</div> <div> <strong>Retirement and Investment</strong> 💸</div> <div> – 401k + match</div> <div> – Employee Stock Purchase Plan opportunities</div> <div></div> <div>We sincerely thank you for taking the time to review our open positions and hope you’ll take the time to submit a concise and thoughtful application.</div> <div>Still thinking about applying? Waiting to hear back from us? Check out our social media in the meantime!</div> <div> <strong><a rel="noopener noreferrer" class="postings-link" href="https://skyslope.com" target="_blank">SkySlope</a> | <a rel="noopener noreferrer" class="postings-link" href="https://www.facebook.com/SkySlope" target="_blank">Facebook</a> | <a rel="noopener noreferrer" class="postings-link" href="https://www.instagram.com/accounts/login/?next=https%3A%2F%2Fwww.instagram.com%2Fskyslope%2F%3Fhl%3Den&is_from_rle" target="_blank">Instagram</a> | <a rel="noopener noreferrer" class="postings-link" href="https://www.youtube.com/user/mySkySlope" target="_blank">YouTube</a> | <a rel="noopener noreferrer" class="postings-link" href="https://www.linkedin.com/company/skyslope" target="_blank" data-safetoignore="1">LinkedIn</a> | <a rel="noopener noreferrer" class="postings-link" href="https://twitter.com/skyslope?lang=en" target="_blank" data-safetoignore="1">Twitter</a></strong></div> <div>Your privacy is important to us. Learn more about what data is collected and how we use it <a rel="noopener noreferrer" class="postings-link" href="https://fnf.com/california-privacy" target="_blank">here</a>.</div>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

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Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

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6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...