Support Analyst
Not Disclosed•Full-TimeRemote
location_onRemote
About Sierra Interactive
Sierra Interactive is a leading real estate SaaS platform empowering agents, teams, and brokerages across the U.S. and Canada to grow their businesses. Our products are designed to help customers generate more leads, close more deals, and operate with greater efficiency. As a profitable, high-growth company, we are a fully remote team of 60+ employees with ambitious expansion goals over the next five years.
About the Role
As a Support Analyst, you will serve as the vital link between our clients and our real estate websites and CRM platform. Your mission is to ensure our clients successfully utilize our software by providing top-tier technical support and education. You will be the first point of contact for technical, educational, and account matters, engaging with customers through phone, email, and support tickets with respect, kindness, and enthusiasm.
In this role, you will not only troubleshoot issues and document solutions but also act as a voice for the customer. You will synthesize feedback to contribute to the development of new features and help drive strategy to make our support platform more efficient and scalable. Whether you are creating clear, engaging documentation for our knowledge bases or identifying at-risk customers to assist in their recovery, your work directly enhances the Customer Experience in our fast-paced, dynamic startup environment.
Hiring Process
- Initial Screening: A conversation to discuss your background and interest in the role.
- Skills Assessment: Evaluation of technical troubleshooting abilities and communication style.
- Team Interview: Meet with the support team to discuss day-to-day workflows and culture fit.
- Final Review: Discussion with leadership regarding expectations and next steps.
Our Culture & Values
We are a remote-first team that values hard work, attention to detail, and the ability to thrive independently. We believe in the power of humor and grace to defuse tense situations and turn challenging interactions into positive outcomes. We are looking for individuals who take pride in teaching, explaining complex issues clearly, and developing processes that make life easier for both our team members and our clients.
Equal Opportunity Employer
Sierra Interactive is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants.
Work location
Work model: Remote
Remote
Key Responsibilities
- check_circleProvide technical and account management support for real estate CRM and IDX platforms
- check_circleCreate and maintain clear documentation for client-facing and internal knowledge bases
- check_circleCollaborate cross-functionally with other teams to enhance customer experience operations
- check_circleTroubleshoot technical issues and collaborate with platform experts to resolve problems
- check_circleSynthesize customer feedback to contribute to the development of new product features
- check_circleIdentify at-risk customers and assist in their recovery to ensure retention
- check_circleRespond to support tickets via phone, email, and forms regarding technical and educational matters
- check_circleDrive strategy to improve the efficiency and scalability of the support platform
Requirements
- verifiedHigh school diploma or GED
- verified1-3+ years in customer support, product support, or customer success in a SaaS environment
- verifiedProficient understanding of IT fundamentals including hardware, software, networking, and internet usage
- verifiedExperience troubleshooting technical issues
- verifiedFamiliarity with HTML, CSS, JavaScript, APIs/JSON, and DNS
- verifiedExperience with Hubspot or comparable web-based help desk platforms
- verifiedExperience with Atlassian tools (Jira, Confluence)
- verifiedExperience with CRM systems
- verifiedProficient in Windows and GSuite
Nice to Have
Real Estate experience
Benefits & Perks
check_circleExcellent medical, dental, and vision coverage with full cost paid for employeecheck_circle401k retirement plan with up to 4% company matchingcheck_circle15 days of paid time off and 10 paid holidayscheck_circle12 weeks of paid parental leave
