Note: The job is a remote job and is open to candidates in USA. SkySlope is a technology company that provides software solutions for the real estate industry. They are seeking a Customer Support Technician to deliver exceptional technical and product support to customers, ensuring efficient resolution of support tickets and maintaining proficiency in their platform.
Responsibilities
- 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
- Contributing to the efficiency of the software support department, while also supporting their team members
- Be a subject matter expert on the SkySlope platform and confidently resolve issues customers are having
- Troubleshooting technical issues and maintaining strong communication with the customer throughout the process
- Identifying, testing, and escalating websites issues to QA as necessary
- 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
- Maintaining a fluctuating volume of incoming tickets/supporting other team members as volume varies
Skills
- Experience providing a high level of customer service, preferably in a technology environment or call center
- Experience multi-tasking multiple responsibilities
- Experience with both Microsoft and Mac platforms
- Experience using a variety of different web browsers
- Ability to type 40+ WPM
- Excellent written and verbal communication skills
- Excellent teamwork skills
Benefits
- Medical Insurance – 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 residents
- Eligibility begins 1st of the month following date of hire
- Dental Insurance – Company pays 75% of monthly premium only on Base Plan
- This PPO plan is administered through Principal
- Eligibility begins 1st of the month following date of hire
- Vision Insurance – Company pays 100% of monthly premium
- This 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) – Company paid plan with a guarantee issue amount of $25,000.
- Plan is administered through Principal
- Eligibility begins 1st of the month following date of hire
- Voluntary Short & Long Term Disability Insurance Plans – Optional plans to help protect your financial well-being.
- Plan is administered through Principal
- Eligibility begins 1st of the month following date of hire
- 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.
- Voluntary 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 hospital
- Voluntary 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.
- Flexible Spending Account – A tax savings account you put money into that you use to pay for certain out-of-pocket health care and dependent care costs.
- Plan is administered through Discovery Benefits
- Eligibility begins 1st of the month following date of hire, if you sign up by the 25th of the month
- Health Savings Account (HSA)– 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 costs
- Plan is administered through Discovery Benefits
- Eligibility begins 1st of the month following date of hire, if you sign up by the 25th of the month
- Must be enrolled in the UHC HDHP/HSA medical plan with SkySlope to be eligible
- SkySlope contributes $300 to an individual HSA and $600 to a family HSA
- 401(k) Plan – Company will match $0.50 on each $1.00 contributed up to the first 6% of eligible earnings
- Plan is administered through Principal
- Eligibility begins first pay date after 90 days of employment
- Auto-enrollment after eligibility at 3% of gross annual earnings
- Defer between 1% and 40% of eligible contribution
- Employee Stock Purchase Plan - Company match equal to 33.3333% of dollars contributed to the plan, based upon the average purchase price for the quarter.
- Plan administered through Fidelity
- Eligibility begins first pay date after 90 days of employment
- May contribute after-tax dollars from 3% to 15% of base earnings
- Paid Time Off (PTO) – Company provides 120 hours (equivalent of 15 days) of PTO for new hires
- PTO accrual begins after 90 days of employment
- 16 Paid Holidays
- 11 observed, 5 floating (used for personal holidays)
- List of observed holidays published annually
- Eligibility begins on your first day of employment
- Bereavement Leave – 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 more…
- 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 SkySlope’s 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 payday.
- Waldorf 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.
Company Overview