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Title

Technical Support Specialist 

About the Organization eXp Realty is one of the fastest growing real estate brands in North America, with thousands of agents operating across the United States and Canada.

eXp Realty attracts the most talented people from all fields. Whether you're a real estate professional, engineer, marketer, accountant or another field, you'll be challenged and inspired every day. Join us on this incredible journey!  
Full-Time/Part-Time Part-Time  
Exempt/Non-Exempt Non-Exempt  
Description

GENERAL SUMMARY:

Represents eXp Realty as a front-line organization to assist agents and brokers with the technology tools that are provided. World-class customer service / experience is required for every interaction with strong problem solving skills, empathy and urgency to every engagement. This employment opportunity is for applicants who have availability to work during the weekends.

MAJOR FUNCTIONS:

  • Providing a world-class customer experience to Real Estate Agents, Brokers and Staff, exhibiting eXp Cultural values and the Agent Experience Design Principles
  • Work with Real Estate Agents, Brokers and eXp staff to identify computer / software problems and advising on a solution
  • Gather customer information and determine the issue by evaluating and analyzing the symptoms
  • Diagnose and resolve technical hardware and software issues
  • agents) by recording account information and processing customer information
  • Identify trends and report to manager of underlying problems and possible solutions
  • Update self-help documents so agents/brokers/staff can use self-service to fix problems themselves
  • Identify and escalate priority issues to manager to work with product development or engineering
  • Accurately process and record all agent engagements using a computer and designated tracking software
  • Research required information using available resources
  • Follow standard processes and procedures per agent specifications
  • Redirect problems to appropriate resource
  • Offer alternative solutions where appropriate with the objective of retaining agents/brokers' business
  • Organize ideas and communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled callbacks to customers where necessary
  • Stay current with eXp Realty technology information, changes and updates
 
Position Requirements

Education:

  • BA/AA degree in computer science or related field strongly preferred
  • High School Diploma/GED required

Experience:

  • 2+ years in a high-volume, technical support role with focus on delivering a world-class customer service / experience
  • Real Estate background a plus
  • Proper etiquette via engagement with agents/brokers in cloud based environment and phone
  • Ability to speak and write clearly and accurately
  • Demonstrated proficiency in typing and grammar
  • Knowledge of relevant software computer applications and equipment
  • Knowledge of customer experience principles and practices
  • Effective listening and problem solving skills
  • Ability to work remotely with no direct in-person supervision
 
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently not accepting applications.

To search for an open position, please go to http://EXPRealtyLLC.appone.com




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