Technical Support Specialist - (REMOTE) Job at Expcommercial, Minneapolis, MN

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  • Expcommercial
  • Minneapolis, MN

Job Description

???? **Privacy Notice**

**Technical Support Specialist - (REMOTE)**

Minneapolis, MN / Technology - 5000 Agent IT Support - 5302 / Full Time

Doing the audacious is part of eXp Realtys DNA. We are a company that rewards creative minds who can offer bold solutions, where opinions matter, anything is possible and the outcome can be revolutionary. As a global full-service real estate brokerage utilizing a 3-D, fully immersive, cloud office environment, offering 24/7 access to collaborative tools & training, eXp has broken the traditional mold of real estate. We are doing big things. Come join us!

eXp Realty is the first of its kind: A global brokerage in the cloud. That means eXps technology is just as important as the business of real estate! eXp develops and uses the latest and greatest cloud technology and engineering frameworks to build and deploy enterprise-class products for its agents worldwide. Come be part of the innovation!

**What you will do:**

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. + Providing a world-class customer experience to Real Estate Agents, Brokers and Staff, exhibiting eXp Cultural values and the Agent Experience Design Principles

+ Work with Real Estate Agents, Brokers, and eXp staff to identify computer/software problems and advising on a solution

+ Gather customer information and determine the issue by evaluating and analyzing the symptoms

+ Diagnose and resolve technical hardware and software issues

+ Identify trends and report to the 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 the manager to work with product development or engineering

+ 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 the 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 callbacks to customers where necessary

+ Stay current with eXp Realty technology information, changes and updates

+ 2+ years in a high-volume, technical support role with a 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

+ Ability to work remotely with no direct in-person supervision

**Education:** + BA/AA degree in computer science or related field strongly preferred

+ High School Diploma/GED required

+ Robust Medical coverage, as well as Dental & Vision benefits

+ Company provided equipment; laptop, monitor, headset

+ FSA plan

+ 401k with a 4% match

+ Stock option grant

+ Fully remote environment

+ Amazing company culture

+ And more...

This job description is not intended to be all-inclusive, and employee will also perform other reasonably related business duties as assigned by immediate supervisor and other management as required. eXp Realty reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

eXp Realty is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability or any other characteristic protected by law.

Job Tags

Full time, Contract work, Immediate start, Worldwide,

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