Job Details
Description
A successful Product Support Specialist will deliver comprehensive, high quality support of various RE/MAX products and services. On this fast-paced team, the Specialist will need to exemplify outstanding customer service skills as well as troubleshooting skills. The Specialist will have a passion for solving problems, leveraging technology, and helping others to promote customer success. Through collaboration and teamwork, the Product Support team aims at delivering an exceptional experience to our customer each and every time. We are currently in a “remote” environment so candidate would be working from home.
Essential Duties
Demonstrates a constant sense of urgency during each customer interaction focusing on customer empathy and outstanding customer service
Provide insight and resolutions to our agents/affiliates via phone, chat, and email through our ticketing system
Provide key stakeholders regular reports as to the success of the Product Support team
Works in high performing team environment where collaboration, performance and customer service are the highest priorities
Participate in identification of process improvement opportunities
Liaise with other departments on projects and company initiatives as needed
Provides technical support of commercial and proprietary applications
Assists in the pre-production testing of application upgrades and/or custom developed applications and be responsible for assisting in the deployment of production ready products
Qualifications & Skills:
Bachelor’s degree in business, technology or similar curriculum is preferred
2+ years’ experience in a customer support, operations support, product support, application support role preferred
Experience in service desk software such as Salesforce, ServiceNow or Zendesk is preferred
Ability to effectively communicate complex ideas in a clear and concise manner
Ability to establish and maintain effective working relationships with co-workers, stakeholders, customer and vendors
Ability to become a subject matter expert in both commercial and custom developed software
Sincere passion for delivering exceptional customer service and overall experience
Experience in real estate industry is a plus
ITIL experience/certification a plus
Must be able to work until 6pm Monday – Friday, as well as participate in rotating on call schedule
Hire Range/Rate:
$37,500 – $47,500
Actual compensation offered to candidate will be finalized at offer and may be above or below the posted range due to skill level, experience, industry specific knowledge, education/certifications, or geographic location. The offer rate represents one component of the RE/MAX Holdings total compensation package. Employees will also receive a number of benefits as listed below. Other compensation for this position may include bonus eligibility.
Benefits Offered
Competitive medical, dental and vision benefits
401(k) and Roth 401(k) retirement plans with optional company match
Health savings account with a company contribution
Flexible spending accounts (medical, dependent care and transportation)
Company-paid maternity, adoption, foster and parental leave
Educational assistance
Student Loan Support Services
Paid employee assistance program
At least 9 paid holidays, and potential for up to 15, including discretionary early closures before holidays and company events. (More than your average company!)
MORE Time Away Program gives employees flexibility around time off needs and lets employees take time off as they need it, rather than waiting for accruals
ClassPass discount and monthly subsidy
Free covered garage parking (car chargers and bike racks available)
And More