Support Specialist I - Tier 1

Inside Real Estate is a fast-growing, independently-owned real estate software firm that serves as a trusted technology partner to over 500,000 top brokerages, agents, and teams. Their branded portfolio, BoldTrail, includes BoldTrail front office, BoldTrail Back Office and BoldTrail Recruit, solutions that create a complete tech ecosystem for clients, and deliver seamless end-to-end operations, to scale success at any level. BoldTrail delivers a unique technology ecosystem through custom branding, robust integrations, and high-quality add-on solutions, and delivers the next generation of the company’s legacy brands, including kvCORE, BoomTown, btPRO, Brokermint, and AmpStats solutions. With an accomplished leadership team and its talented staff, Inside Real Estate brings the resources, scale, and vision to deliver ongoing innovation and success to their growing customer base.

Inside Real Estate is looking for a Support Specialist to join our Customer Support team! In this role, you will engage with Inside Real Estate users via live chat, email, or phone, to quickly answer questions, advise on best practices, and escalate product issues.

Responsibilities:

T1 Support Specialist (I)’s are directly responsible for:

• 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
• Must be able to engage, effectively communicate and interact with customers via phone call (DialPad, Intercom, etc), chat and email platforms.

Skills & Qualifications:

• 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

Inside Real Estate is a fast-growing, innovative company specializing in real estate technology. We empower real estate professionals with the tools and technology they need to succeed. As a leader in the industry, we are committed to providing best-in-class solutions that drive real results for our clients.

At Inside Real Estate (IRE), enjoy a small company feel with big company growth, support, and stability.

We offer a competitive total rewards package including:

• Competitive salary
• 3 Medical plans to choose from - 1 PPO and 2 HDHPs
• 2 Dental plans to choose from
• Vision
• HSA - company-funded
  FSAs - healthcare, limited purpose, dependent care
• 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
• 401(k) Retirement Savings with company match
• Paid PTO/Vacation/Sick Time
• 11 company-recognized holidays
• Company-paid Parental/Disability Leave

In addition, at IRE, we focus on driving top results providing:

• Opportunities to grow within our company;
• Potential to work in a remote setting;
• Exciting/energetic work environment and fun, creative culture.

IRE EEO Statement - We believe that the unique contributions of all Insiders are the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experiences we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, marital, veteran, or disability status.