Account Support Specialist – Sierra Interactive

Account Support Specialist 
(Work Remotely from anywhere in the US)

Sierra Interactive

Job Description:

Sierra Interactive builds tools for real estate professionals to grow their businesses. As a tech startup that’s been around for 10+ years, our customers rely on our products as an essential part of their day-to-day operations. These clients keep us in business, and we’re committed to providing them with efficient and effective support.

About This Role

We are seeking a full-time team member based in the US to support our Realtor clients across the US and Canada. You will provide administrative support for our clients as they utilize our real estate websites and CRM platform. You should be exceptionally well-organized and goal oriented with a strong attention to detail.

Job Responsibilities:

As the newest member of our account support team, you would be ready and excited to:

• Learn our products and platform inside and out.
• Treat our customers with respect, kindness, and enthusiasm as you answer 25+ customer emails and 10+ phone calls per day.
• Investigate payment-related questions and follow up with clients related to billing and compliance issues
• Become familiar with the Google Adwords advertising platform, learn to create client profiles and manage Adwords-related budget requests
• Participate in some aspects of new feature development by distilling customer feedback and providing your perspective as an account support specialist
• Create clear, informative, and engaging documentation for both our client-facing and internal knowledge bases, and keep this documentation current as our platform evolves.
• Stay up-to-date with product developments as a part of a fast-paced and dynamic startup environment.

Here’s what your first 90 days on the job will look like:

• Get up-to-speed on our products, our processes, and the real estate profession in general. You’ll answer some emails and we’ll be there to ensure your success.
• Then, you’ll dive deeper into the more difficult billing queries. You’ll be answering some phone calls to provide immediate support.
• As you become comfortable as an account support specialist, you’ll find you’re answering emails at a steady rate, regularly answering phone calls, and easily assisting clients with all aspects of their billing needs.

Job Requirements:

You’re ready to contribute to the work and culture of a growing tech startup, in that:

• You’re a hard worker with a proven track record of getting things done carefully and efficiently. You’re patient and pay attention to the details.
• Working with people makes you happy. You’re a clear communicator and can artfully break down, solve, and explain complex issues.
• You take pride in your ability to defuse tense situations with humor and grace. The prospect of working through an issue with an agitated customer doesn’t scare you.
• Your writing skills are top notch. You have an engaging, conversational style and a solid grasp of grammar.
• You’re organized and able to juggle multiple priorities at one time. You have the ability to switch gears quickly and re-adjust your focus as needed.
• You can work between the hours of 9am-6pm EST.

As a bonus (though not required):

• You have 1-3 years working in billing / account maintenance or customer support.
• Experience providing support in a SaaS environment.
• You’ve worked in ZenDesk, Help Scout, or a similar web-based help desk software
• You have proficiency in Windows or MacOS.
• You have some experience in the real estate industry and/or MLS maintenance.

Benefits:

Starting pay for this role is between $15 and $18 per hour, depending on experience. Benefits are available contingent upon completion of a 90 day on-boarding period and include:

• Paid holidays and paid time off.
• Company-sponsored group health/vision/dental insurance.
• Simple IRA employer matching contributions.

Something else that’s important to you? Talk to us. We’re flexible and committed to providing a healthy work environment where great people can thrive.

How To Apply:

Click on the Apply button below to process a job application for this position.