Virtual Support Specialist I

Building Locally, Leading Nationally

Award-winning builder with honors under our tool belt such as Builder of the Year, Top 50 Homebuilder Nationwide, #6 Best Place to Work, Top 10 Privately-Held Businesses in NC, and more!

Founded in 1977, Eastwood Homes is a privately-held residential homebuilder dedicated to providing homes of exceptional value and outstanding craftsmanship in six divisions and three states throughout the Southeast region. With more than 45 years of experience and 20,000 home closings (celebrated in 2016), Eastwood Homes prides itself on offering more than just a place to live, we offer a way of life for homeowners and employees alike. We invite you to join our team of dedicated, motivated, and passionate professionals and experience the true meaning behind our company motto, Built with Care.

Inside Real Estate is looking for a Support Specialist to join our Customer Support team! In this role, you will engage with Inside Real Estate users via live chat, email, or phone, to quickly answer questions, advise on best practices, and escalate product issues.

Responsibilities:

Support Specialist (I)’s are directly responsible for:

• Serving as the customer’s primary point of contact
• Responding to assigned customer chats, emails, and calls during dedicated business hours
• Balancing workload to respond to and resolve multiple customer cases at a time
• Providing world-class customer service at all times
• Maintaining deep subject matter expertise in Inside Real Estate’s back office transaction management, commissions and accounting platform
• Quickly identifying and escalating customer and product issues to Sr Support Reps or Team Lead and other departments or Support teams as appropriate
• Prepare and monitor Jiras submitted to Product or Development teams and advocate for client through resolution
• Troubleshooting and working with 3rd party partners
• Helping find solutions to our customers’ toughest technical and business questions
• Owning customer issues, from start to finish
• Helping customers configure BTBO platform and execute tasks within modules including Agent Onboarding, Transaction Management, Commission Automation,
• Accounting and Reporting/Analytics
• Delivering product training sessions via phone and web conference software
• Handling complaints and problems efficiently and with urgency
• Displaying professionalism in all written and verbal correspondence
• Recording detailed activities of customer interactions using our internal ticketing system
• Maintaining product expertise and staying up to date with the latest product releases
• Contributing content requests to help maintain the client facing Support Site, internal canned responses, and user FAQs

Requirements

Skills & Qualifications:

• Four year technical degree (Computer Science, IT, IS, or related) or 2-4 years related experience
• Keen problem solving with a unique ability to think on your feet
• Self-starter and comfortable taking the initiative
• Proven ability to exercise judgment to deliver superior customer service
• Ability to analyze software performance and functionality in SaaS web/mobile environments
• Experience with accounting concepts and practices
• Intellectually curious with a strong desire to see things to resolution
• Adaptable to change and able to quickly learn new tools and technologies
• Strong organizational and time management skills
• Detail oriented
• Familiarity with SaaS solutions and enterprise-level customers a plus
• Utilize email, calls, GMeets and chats to connect with customers and troubleshoot issues
• General understanding of the Real Estate Industry preferred

Benefits

We empower real estate professionals with the tools and technology they need to succeed. As a leader in the industry, we are committed to providing best-in-class solutions that drive real results for our clients.

At Inside Real Estate (IRE), enjoy a small company feel with big company growth, support, and stability.

We offer a competitive total rewards package including:

• Competitive salary
• 3 Medical plans to choose from - 1 PPO and 2 HDHPs
• 2 Dental plans to choose from
• Vision
• HSA - company-funded
  FSAs - healthcare, limited purpose, dependent care
• Short-Term Disability - company-paid
• Long-Term Disability - company-paid
• Basic Employee Life Insurance - company-paid
• Voluntary Dependent Life Insurance
• Voluntary Accident Insurance
• Voluntary Critical Illness
• Voluntary Hospital Indemnity
• Legal Plan
• ID Protection
• Pet Insurance
• 401(k) Retirement Savings with company match
• Paid PTO/Vacation/Sick Time
• 11 company-recognized holidays
• Company-paid Parental/Disability Leave

In addition, we focus on driving top results providing:

• Opportunities to grow within our company;
• Potential to work in a remote setting;
• Exciting/energetic work environment and fun, creative culture.