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Technical Support Specialist

eXp Realty is The Agent-Owned Cloud Brokerage®, an international real estate company operating in over 40 states and Canada that provides real estate agents and brokers with 24/7 access to collaborative tools, training, and socialization through their industry first 3-D, fully-immersive, cloud office environment. Owned by eXp World Holdings, Inc. (OTCBB: EXPI), eXp Realty provides real estate professionals with an undeniable value proposition, that has resulted in the Company more than doubling its size over the past year.

This role at eXp Realty offers the opportunity for you to be an integral part of driving its continual growth and change the real estate brokerage industry!  The technical support specialist represents eXp Realty as a front-line organization to assist agents and brokers with the technology tools that are provided.  World-class customer service / experience is required for every interaction with strong problem solving skills, empathy and urgency to every engagement.  

MAJOR FUNCTIONS:

  • Providing a world-class customer experience to Real Estate Agents, Brokers and Staff, exhibiting eXp Cultural values (Collaboration, Transparency, Integrity, Innovation, Agility and Fun) and the Agent Experience Design Principles (Keep it Simple, Be on My Side, Show Me You Care, Give Me Options, Empower Me and Understand Me)
  • Working with Real Estate Agents, Brokers and eXp staff to identify computer / software problems and advising on a solution
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
  • Diagnose and resolve technical hardware and software issues
  • agents) by recording account information and processing customer information
  • Identify trends and report to manager of underlying problems and possible solutions
  • Update self-help documents so agents/brokers/staff can use self-service to fix problems themselves
  • Identify and escalate priority issues to manager to work with product development or engineering

OTHER JOB FUNCTIONS:

  • Accurately process and record all agent engagements using a computer and designated tracking software
  • Research required information using available resources
  • Follow standard processes and procedures per agent specifications
  • Redirect problems to appropriate resource
  • Offer alternative solutions where appropriate with the objective of retaining agents/brokers’ business
  • Organize ideas and communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers where necessary
  • Stay current with eXp Realty technology information, changes and updates

JOB REQUIREMENTS:

  • AA degree in Computer Science or related field
  • 1-5 years in a high-volume, technical support role with focus on delivering a world-class customer service / experience
  • Real Estate background a plus
  • Proper etiquette via engagement with agents/brokers in cloud based environment and phone
  • Ability to speak and write clearly and accurately
  • Demonstrated proficiency in typing and grammar
  • Knowledge of relevant software computer applications and equipment
  • Knowledge of customer experience principles and practices
  • Effective listening and problem solving skills
  • Willingness to co-operate with others and work to the greater good
  • Multi-tasking capabilities
  • Knowledge of the following technologies a plus:  MailChimp, RingCentral, CINC, BreakThrough Broker, RealSatisfied, SkySlope, Gmail, Guru and SaaS applications
  • Ability to work remotely with no direct in-person supervision
  •  
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