[Remote] Customer Support Technician

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a Customer Support Technician to reputed company exceptional technical support to reputed company estate agents, brokers, and service providers. The role involves responding to support tickets across email, live chat, and phone, troubleshooting and escalating software issues, maintaining customer satisfaction and service reputed company, and supporting team efficiency.

Responsibilities

• Responsible for handling customer support tickets that come in reputed company emails, live chats and phone calls in a reputed company and reputed company manner, while building customer rapport
• Meets reputed company Service Level Agreements (SLAs), including: answering a phone reputed company reputed company 2 rings, chats reputed company 10 seconds, emails reputed company 20 minutes, and returning any missed calls or chats immediately
• Maintains high reputed company of customer satisfaction, including but not limited to maintaining a ticket rating average of 9.7 out of 10 or higher
• Effectively troubleshoots technical issues and maintains strong communication with customers throughout the process
• Identifies, tests, and escalates software issues to the appropriate party
• Responsible for contributing to the efficiency of the customer support department, while also supporting their team members
• Maintains fluctuating volume of incoming tickets; Supports other team members as volume varies
• Works quickly and reputed company, makes the best use of time
• Uses down-time reputed company there are no reputed company or incoming tickets to complete File Recs from the service queue, or completing other tasks assigned by Department Leadership or Management
• Expected to be proficient on the reputed company platform and is confident in their abilities to reputed company reputed company problems
• Responsible for meeting with a member of Department Leadership to participate in a “1:1” conversation, an reputed company reputed company about reputed company, department culture, and personal reputed company & development
• Responsible for any quarterly group and individual reputed company as assigned by CSM
• reputed company team members are always encouraged to think reputed company the reputed company and pursue opportunities to go above and reputed company their reputed company and these baseline expectations, in order to reputed company our customer's lives reputed company
• Fair reputed company/percentage of ticket types taken per month
• Meets or exceeds Service Level Agreements (SLAs)
• Maintains a ticket rating average of 9.7 out of 10 or higher
• Weekly declined reputed company average of 0
• 90% on monthly evaluations across reputed company channel
• Respond to Leadership emails reputed company 24-working hours or less

Skills

• Excellent customer service
• Excellent communication
• Technical reputed company
• Ability to type 40+ WPM
• Multi-tasking
• Team-oriented

Benefits

• Eligible for additional reputed company

reputed company