Sierra Interactive

Support Analyst

United States

Sponsorship not specifiedDetected 89 days ago

JavaScriptHTMLCSSJiraConfluenceHubSpotCRMAccount ManagementCustomer SuccessCustomer SupportWriting

About the role

Your job is to ensure that our clients successfully use our software by providing the best education and technical support.

Troubleshoot technical issues in our platform and work with our platform experts to identify, document, and fix problems.
Contribute to the development of new features by synthesizing customer feedback and sharing your insights as a front-line support representative.
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.
1-3+ years working in customer support, product support, or customer success in a
As a Sierra Interactive Support Analyst, you will provide excellent technical and account management support as our clients utilize our real estate websites and CRM platform.

Experience with using Hubspot or comparable web-based help desk platforms, as well as tools from Atlassian (such as Jira and Confluence) and Customer Relationship Management (CRM) systems.
You're a hard worker - both independently and in group settings - with a proven track record of getting things done carefully and efficiently.

Your writing skills are top-notch.
Technical Knowledge: Proficient understanding of IT fundamentals including hardware, software, networking, and internet usage.
Experience troubleshooting technical issues.
Familiarity with HTML/ CSS/Javascript, APIs/JSON, and DNS.
Proficient in Windows and GSuite.

Answer phone, email, form-fill, and other support tickets on technical, educational, and account matters.
Education: High school diploma or GED Experience: 1-3+ years working in customer support, product support, or customer success in a SaaS environment

Sierra Interactive is a leading real estate SaaS platform helping agents, teams, and brokerages across the U.S. and Canada grow their businesses.
Our products help customers generate more leads, close more deals, and operate more efficiently.
We're a profitable, high-growth company with a fully remote team of 60+ employees and ambitious expansion goals over the next five years.
Engage with our customers with respect, kindness, and enthusiasm during your ongoing interactions.
Stay up-to-date with product developments as a part of a fast-paced and dynamic startup environment.
Recognize at-risk customers and assist in their recovery.

This listing is sourced directly from Sierra Interactive's careers page and normalized into a canonical job model.