Customer Support Technician

Company Background

SkySlope began in 2011 from a concept developed by the CEO and two others at his kitchen table in Sacramento, California. Since then, the company has expanded from a few offices to a workforce of about 150 employees dispersed across the United States. These employees support nearly 300,000 users spanning 5,000 offices throughout the US and Canada, including 8 of the 15 largest Real Estate Brokerages nationally.

SkySlope is dedicated to innovating and improving the real estate industry through advanced software. The company values individuals who not only generate unique ideas but also implement them effectively, combined with empathy, teamwork, and urgency. Those who wish to contribute significantly while working with a talented team are encouraged to apply.

Core Values

• Awareness
• Execution
• Obsession
• Ownership
• Humility
• Radical Candor
• Urgency
• Greatness
• Inches
• Fun

Position Overview

The Customer Support Technician role involves delivering outstanding customer, technical, and product assistance to support real estate agents, brokers, and service providers. Responsibilities include responding to customer tickets, aiding peers to enhance department efficiency, and maintaining expert proficiency with SkySlope systems.

The support team operates year-round, 24/7 except one day, including holidays, with a 4-shift per week schedule, each shift lasting 10 hours, assigned based on seniority.

Key Duties

• Timely and professional handling of customer support tickets via email, live chat, and phone, fostering positive customer relationships.
• Boosting team efficiency by assisting colleagues.
• Maintaining expert knowledge of the SkySlope platform and resolving customer issues confidently.
• Diagnosing and troubleshooting technical problems while keeping customers well-informed.
• Identifying and reporting website issues to the Quality Assurance team.
• During idle times, completing file reconciliations or tasks assigned by leadership.
• Managing fluctuating ticket volumes and providing necessary support to team members.

Experience and Educational Background

• Proven experience delivering high-quality customer service, preferably in a technology-related setting or call center.
• Capability to multitask effectively.
• Familiarity with both Microsoft and Mac operating systems.
• Experience using various web browsers.
• Typing speed of at least 40 words per minute.
• Strong written and spoken communication skills.
• Excellent collaboration and teamwork abilities.

Benefits and Perks

• Medical insurance with multiple plans offered through United Healthcare; employer contributes a fixed amount toward premiums.
• Dental insurance through Principal with employer paying 75% of the base plan premium.
• Vision insurance fully covered by the employer via Principal.
• Basic life and accidental death & dismemberment insurance with voluntary additional plans, administered through Principal.
• Optional voluntary short and long-term disability insurance plans.
• Accident insurance available for purchase with varying premiums.
• Hospital indemnity and critical illness insurance options.
• Flexible Spending Account (FSA) for healthcare and dependent care expenses.
• Health Savings Account (HSA) contributions from SkySlope for eligible employees enrolled in a high-deductible plan.
• 401(k) retirement plan with company match on contributions.
• Employee stock purchase plan with company match.
• Paid time off starting at 120 hours for new employees, plus 16 paid holidays (11 standard, 5 floating).
• Bereavement leave of 5 days for immediate family loss, 1 day for close non-family members.
• Discount programs for employees on various services including wireless, rentals, and hotels.
• Pet insurance contributions towards premiums for up to two pets.
• Paid parental leave of up to six weeks at regular pay, to be taken within six months of new child arrival.
• Access to Dayforce Wallet for on-demand pay access.
• Education discounts at Waldorf University and child literacy program discounts.
• $1,000 employee referral bonuses after referee completes 90 days.
• Various company events including Annual Employee Appreciation Day.

Additional Information

SkySlope is committed to equal opportunity employment, ensuring non-discrimination based on numerous protected characteristics including race, age, gender identity, disabilities, and more. The hiring process may involve AI tools to assist recruitment, but all final decisions are human-made. Privacy policies regarding data collection and processing are available upon request.