Sierra Interactive is a leading real estate technology platform serving thousands of real estate agents, teams and brokers across the US and Canada. Our software enables our customers to generate more leads, win more deals, and do so more efficiently. We are a profitable, high growth company, having more than doubled our customer base over the past two years. Sierra has over 60 employees based in locations across the United States – we are a fully remote company.

Job Summary:

As a Support Analyst, you will provide excellent technical and account management support as our clients utilize our real estate websites and CRM platform. Your job is to ensure that our clients successfully use our software by providing the best education and support. As the newest member of our growing team of support analysts and platform experts.

Key Responsibilities:

• Learn our real estate CRM and IDX website products and platform inside and out.
• Treat our customers with respect, kindness, and enthusiasm as you interact ongoing.
• Troubleshoot technical issues in our platform and work with our platform experts to identify, document, and fix problems.
• Leverage available resources, such as knowledge bases and internal documentation, or seek help from more experienced team members to solve customer problems efficiently.
• 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 both our client-facing and internal knowledge bases, and keep this documentation current as our platform evolves.
• Collaborate cross-functionally with other teams and departments on special projects to enhance Customer Experience operations.
• Answer phone, email, form-fill, and other support tickets on technical, educational, and billing matters.
• Stay up-to-date with product developments as a part of a fast-paced and dynamic startup environment.
• Identifying customers at risk and helping to turn them around.