Customer Support Technician at SkySlope

OUR ORIGIN STORY ð In 2011 SkySlope started as an idea born at the kitchen table of our CEO, with just him and two others. Headquartered in Sacramento, California, we have since grown out of our previous 3 offices and many of our close to 150 employees are spread all across the United States. Those 150 employees support close to 300,000 users across 5,000 offices nationwide and now in Canada as well. Included in that is 8 out of the 15 largest Real Estate Brokerages in the nation. But, despite being happy with what weâve achieved we know that as industry leaders in our space thereâs a lot of work left to be done. All of the growth and success that has happened is a result of us obsessing over building cutting edge software that makes the Real Estate world a better place. We know this only happens by hiring people who donât just come up with out of the box ideas but hiring people who actually see those ideas through and bring them to life. As weâve grown, weâve been fortunate enough to hire plenty of people who possess that quality and realize itâs equally important to hire people who can pair that skill with empathy, collaboration, and a keen sense of urgency. If youâre looking to join a company where you can have real impact and surround yourself with an incredible team of people then look no further.                                                                                                                                                                                                                 SKYSLOPEâS CORE VALUES ðªð» These are the principles that helped us get to where we are and they are the principles that will guide us to where we want to go in the future. You can apply them to your professional life, your personal life, to any business and any situation. In no specific hierarchy, our core values are: Awareness | Execution | Obsession | Ownership | Humility | Radical Candor | Urgency | Greatness | Inches I Fun <a class="postings-link" href="https://www.youtube.com/watch?v=WNW0VLFjqzM&t=35s">Learn more about our core values from our CEO, Tyler Smith here!</a>                                                                                                                                                                                                                 THE JOB ð»As SkySlope's newest Customer Support Technician, you'll be responsible for providing exceptional customer, technical, and product support to customers in pursuit of making life better for every real estate agent, broker and service provider. Specifically, you'll be responding to customer support tickets and resolving issues, supporting peers in order to increase overall efficiency of the whole department, and maintaining expert level proficiency on the system. Our Customer Support Team operates on a 24/7 basis 364 days out of the year, including all major holidays. Each team member is assigned to a 4x10 schedule (4 shifts per week, 10 hours per shift) determined through a seniority-based shift bid process.\n DAY-TO-DAY RESPONSIBILITIES ð<ul><li>Responding and resolving customer support tickets that come in via emails, live chats, and phone calls in a timely and professional manner, while building customer rapport</li><li>Contributing to the efficiency of the software support department, while also supporting their team members</li><li>Be a subject matter expert on the SkySlope platform and confidently resolve issues customers are having</li><li>Troubleshooting technical issues and maintaining strong communication with the customer throughout the process</li><li>Identifying, testing, and escalating websites issues to QA as necessary</li><li>Using down-time when there are no open or incoming tickets to complete File Recs from the service queue, or completing other tasks assigned by Department Leadership or Management</li><li>Maintaining a fluctuating volume of incoming tickets/supporting other team members as volume varies</li></ul> REQUIRED EXPERIENCE & EDUCATION ð<ul><li>Experience providing a high level of customer service, preferably in a technology environment or call center</li><li>Experience multi-tasking multiple responsibilities</li><li>Experience with both Microsoft and Mac platforms</li><li>Experience using a variety of different web browsers</li><li>Ability to type 40+ WPM</li><li>Excellent written and verbal communication skills</li><li>Excellent teamwork skills</li></ul> \n<div>$24.50 - $24.50 an hour</div><div>The pay rate for this position is $24.50 hourly.</div>\nMedical Insurance â Company pays flat dollar amount towards premium There are 3 plan options Our Medical Insurance plans are provided through United Healthcare The United Healthcare HMO is only offered to California residentsEligibility begins 1st of the month following date of hirePer Paycheck (24 pay periods a year) Employee costs per tier are as follows: UHC HDHP/HSAEmployee Only  $<a href="http://58.92Employee">58.92</a><a href="http://58.92Employee">Employee</a> + Child $<a href="http://147.30Employee">147.30</a><a href="http://147.30Employee">Employee</a> + Spouse $<a href="http://175.78Employee">175.78</a><a href="http://175.78Employee">Employee</a> + Family $<a href="http://259.24UHC">259.24</a> <a href="http://259.24UHC">UHC</a> PPOEmployee Only $<a href="http://104.10Employee">104.10</a><a href="http://104.10Employee">Employee</a> + Child $<a href="http://244.63Employee">244.63</a><a href="http://244.63Employee">Employee</a> + Spouse $<a href="http://289.91Employee">289.91</a><a href="http://289.91Employee">Employee</a> + Family $<a href="http://422.63">422.63</a> UHC HMO (CA residents only)Employee Only $<a href="http://84.56Employee">84.56</a><a href="http://84.56Employee">Employee</a> + Child $<a href="http://198.71Employee">198.71</a><a href="http://198.71Employee">Employee</a> + Spouse $<a href="http://235.49Employee">235.49</a><a href="http://235.49Employee">Employee</a> + Family $<a href="http://343.29">343.29</a> Dental Insurance â Company pays 75% of monthly premium only on Base PlanThis PPO plan is administered through PrincipalEligibility begins 1st of the month following date of hire Principal Dental Base PlanEmployee Only $<a href="http://4.19Employee">4.19</a><a href="http://4.19Employee">Employee</a> + Child $<a href="http://11.73Employee">11.73</a><a href="http://11.73Employee">Employee</a> + Spouse $<a href="http://8.50Employee">8.50</a><a href="http://8.50Employee">Employee</a> + Family $<a href="http://17.20Principal">17.20</a> <a href="http://17.20Principal">Principal</a> Dental Buy-Up PlanEmployee Only $<a href="http://6.65Employee">6.65</a><a href="http://6.65Employee">Employee</a> + Child $<a href="http://19.53Employee">19.53</a><a href="http://19.53Employee">Employee</a> + Spouse $<a href="http://13.51Employee">13.51</a><a href="http://13.51Employee">Employee</a> + Family $<a href="http://28.35">28.35</a> Vision Insurance â Company pays 100% of monthly premiumThis plan is administered through Principal (VSP choice network)Eligibility begins 1st of the month following date of hire Basic Life and AD&D Insurance (with additional Voluntary Plans available) â Company paid plan with a guarantee issue amount of $25,000. Plan is administered through PrincipalEligibility begins 1st of the month following date of hirePricing varies for additional coverage, based upon age, coverage and dependent classification Voluntary Short & Long Term Disability Insurance Plans â Optional plans to help protect your financial <a href="http://well-being.Plan">well-being.</a><a href="http://well-being.Plan">Plan</a> is administered through PrincipalEligibility begins 1st of the month following date of hirePricing varies, based upon age Voluntary Accident insurance- Optional plans available to purchase that pays you a cash benefit to help with your expenses if you or a covered family member is injured due to an accident. Employee Only $<a href="http://4.39Employee">4.39</a><a href="http://4.39Employee">Employee</a> + Spouse $<a href="http://6.73Employee">6.73</a><a href="http://6.73Employee">Employee</a> + Child(ren) $<a href="http://7.49Employee">7.49</a><a href="http://7.49Employee">Employee</a> + Family $<a href="http://11.50Voluntary">11.50</a> <a href="http://11.50Voluntary">Voluntary</a> Hospital Indemnity- Optional plans available to purchase that pays you a cash benefit to help with your expenses if you or a covered family member is admitted to the hospitalEmployee Only $<a href="http://6.85Employee">6.85</a><a href="http://6.85Employee">Employee</a> + Spouse $<a href="http://17.43Employee">17.43</a><a href="http://17.43Employee">Employee</a> + Child(ren) $<a href="http://11.41Employee">11.41</a><a href="http://11.41Employee">Employee</a> + Family $<a href="http://22.84Voluntary">22.84</a> <a href="http://22.84Voluntary">Voluntary</a> Critical Illness- Optional plans available to purchase to help with your expenses if you or a covered family member is diagnosed with a covered critical illness. Pricing varies, based upon age Flexible Spending Account â A tax savings account you put money into that you use to pay for certain out-of-pocket health care and dependent care <a href="http://costs.Plan">costs.</a><a href="http://costs.Plan">Plan</a> is administered through Discovery BenefitsEligibility begins 1st of the month following date of hire, if you sign up by the 25th of the month Health Savings Account (HSA)â A tax savings account for employees enrolled in a High Deductible Health Plan. You can put money into this account to pay for certain out-of-pocket health care costsPlan is administered through Discovery BenefitsEligibility begins 1st of the month following date of hire, if you sign up by the 25th of the monthMust be enrolled in the UHC HDHP/HSA medical plan with SkySlope to be eligibleSkySlope contributes $300 to an individual HSA and $600 to a family HSA 401(k) Plan â Company will match $<a href="http://0.50">0.50</a> on each $<a href="http://1.00">1.00</a> contributed up to the first 6% of eligible earningsPlan is administered through PrincipalEligibility begins first pay date after 90 days of employmentAuto-enrollment after eligibility at 3% of gross annual earningsDefer between 1% and 40% of eligible contribution Employee Stock Purchase Plan - Company match equal to <a href="http://33.3333">33.3333</a>% of dollars contributed to the plan, based upon the average purchase price for the <a href="http://quarter.Plan">quarter.</a><a href="http://quarter.Plan">Plan</a> administered through Fidelity Eligibility begins first pay date after 90 days of employmentMay contribute after-tax dollars from 3% to 15% of base earnings Paid Time Off (PTO) â Company provides 120 hours (equivalent of 15 days) of PTO for new hiresPTO accrual begins after 90 days of employment 16 Paid Holidays11 observed, 5 floating (used for personal holidays)List of observed holidays published annuallyEligibility begins on your first day of employment Bereavement Leave â Company will provide you with the following off to grieve the loss of a loved one. 5 paid days of leave for an immediate family member. This is a spouse, child, parent, grandparent. 1 paid day of leave for a close non-family member. Discounts through Fidelity - Purchasing discounts for wireless, car rentals, hotels and moreâ¦ Pet Insurance through Nationwide- 50%, 70% reimbursement plans available through Nationwide with options for wellness. SkySlope contributes $20 a month, per pet, up to 2 pets towards the cost of the plan Paid Parental Leave - All full-time regular employees are eligible for SkySlopeâs Paid Parental Leave program, which provides employees with up to six (6) weeks of pay following the birth or placement of a new child. Paid Parental Leave must be taken within the first 6 months of the birth or placement of a new child. Employees will be paid at their regular rate of pay based upon their normal work schedule, up to a maximum of forty (40) hours per week. Dayforce Wallet- All full-time regular employees will have access to sign up for Dayforce Wallet. Dayforce Wallet is a program provided by our payroll provider that allows employees to access their pay on-demand as soon as it is earned, without waiting for their standard <a href="http://payday.Waldorf">payday.</a> <a href="http://payday.Waldorf">Waldorf</a> University discounts and perks- 10% off tuition for employees and their families, free text books, and scholarship opportunities available Child Literacy Assistance Program discount- Discounted annual membership to Luminous Minds, an online resource center created to help with child literacy struggles. $85 for 1 year membership as a SkySlope Employee. $1,000 Employee Referral bonuses- SkySlope will give every referrer $1,000 (post-tax) after a referee passes their 90 day mark.  In addition to the above you also receive other perks like our Annual Employee Appreciation Day and additional internal company events.                                                                                                                                                                                                                  SkySlope, is an Equal Opportunity employer. All qualified applicants will receiveconsideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status,national origin, sexual orientation, gender identity or expression (including transgender status), geneticinformation or any other characteristic protected by applicable law. We sincerely thank you for taking the time to review our open positions and hope you'll take the time to submit a concise and thoughtful application. Still thinking about applying? Waiting to hear back from us? Check out our social media in the meantime!<a class="postings-link" href="https://skyslope.com/">SkySlope</a> | <a class="postings-link" href="https://www.facebook.com/SkySlope/">Facebook</a> | <a class="postings-link" href="https://www.instagram.com/skyslope/?hl=en">Instagram</a> | <a class="postings-link" href="https://www.youtube.com/user/mySkySlope">YouTube</a> | <a class="postings-link" href="https://www.linkedin.com/company/skyslope/mycompany/">LinkedIn</a> | <a class="postings-link" href="https://twitter.com/skyslope?lang=en">Twitter</a> Your privacy is important to us. Learn more about what data is collected and how we use it <a class="postings-link" href="https://fnf.com/californiaprivacy">here</a>. Please mention the word **HOMAGE** and tag RMzEuMjE3LjcuODU= when applying to show you read the job post completely (#RMzEuMjE3LjcuODU=). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.