Employee, Full-Time, Flexible Schedule
Technical Support Manager
Are you looking for any opportunity to work 100% from home? We have the position for you!
eXp Realty is The Agent-Owned Cloud Brokerage, an international real estate company operating in over 40 states and Canada that provides real estate agents and brokers with 24/7 access to collaborative tools, training, and socialization through their industry first 3-D, fully-immersive, cloud office environment. Owned by eXp World Holdings, Inc. (OTCBB: EXPI), eXp Realty provides real estate professionals with an undeniable value proposition, that has resulted in the Company more than doubling its size over the past year.
This role at eXp Realty offers the opportunity for you to be an integral part of driving its continual growth and change the real estate brokerage industry!
We have an immediate opening for an Technical Support Managerresponsible for leading our growing Technical Support team and strive for customer centric, best in class services for our Agents.
Manage, hire and develop a best-in-class, customer-centric support team
Lead, coach and mentor a team of 10+ team members
Drive a self-managing and collaborative team culture
Organize and coordinate a weekly team schedule
Track incident and topic volume for optimal work group organization
Perform weekly team member mentoring check-ins
Establish and monitor team and individual KPIs
Drive team education, training and development initiatives
Provide escalation support and conflict resolution for the team
Drive ongoing requirements for:
Team best practices
Minimum skill sets
Support tools including
Act as a liaison between the team and the rest of the organization
Maintain weekly, monthly, quarterly metrics on team performance
Proactively identify ways to improve the customer and team experience
BA in Computer Information Science preferred, AA in Computer Science/Computer Information Science required
5+ years experience managing a client-facing support function
2+ years of previous experience in a direct technical support or help desk role
Experience with a rapidly-growing customer base (thousands to tens of thousands)
Ability to understand, set and drive priorities among conflicting demands
Experience implementing various support technologies (ticketing, chat, automation, knowledge base, self-service, etc.)
Ability to manage remote teams in multiple time zones with no in-person contact
Extremely strong organizational, technical and follow-up skills
Excellent customer service, communication and de-escalation skills
Experience in residential real estate, especially supporting real estate agents
24/7 support experience, especially with onshore / offshore resources
Experience with / desire to implement AI for support
100% employer paid benefits plan (medical, dental, vision, life)
16 days of paid time off per year and 8 paid holidays
Ability to work from home
Access to eXp World, a virtual 3-D campus to collaborate, meeting, train, and socialize with other eXp employees.
We are an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.
Technical Support , Project Management
To apply for this job please visit the following URL: http://exprealtyllc.applytojob.com/apply/Cnw43tMcjO/Technical-Support-Manager →