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- Lead the team in effectively troubleshooting technical issues and identify usability issues of our portfolio of applications.
- You will be a subject matter expert in your respective area of expertise providing a layer of support between Production Support Analysts and Developers.
- Providing clear demonstrations of issues impacting production systems, and documenting those in our bug management system, as well as providing ongoing follow up to end users of the resolution status of these bugs.
- Maintain engineering bug support queue, track progress of existing bugs and follow up with end users.
- Track recurring issues, response, and work with engineering to deliver solutions.
- Cultivate a high performing engineering support team culture to meet and exceed key success metrics, which include a people success metric.
- Build strong relationships between Business leaders and technology department.
- Investigate, evaluate and advocate new technology solutions and systems that improve the agent and staff experience, operations and profitability of the brokerage.
- Other Accountabilities as Assigned.
- High school diploma required or equivalent years of applicable experience
- 0-2 years experience
- Associate's degree preferred
- 5 plus years experience in IT with
- 5 plus years in customer service focused roles
- Experience working in remote teams
- Ability to work collaboratively with geographically dispersed teams
- Ability to remain calm in challenging situations and influence others to do the same
- Outstanding client handling skills and communication skills – able to work with all levels of staff across the entire organization
- Strong interpersonal skills working with business and technical teams
- High degree of creativity and problem-solving ability
- Ability to provide clear direction, performance management, identify developmental needs and to supply coaching and counseling to employees
- Strong time/project management and organization skills
- Ability to remain flexible and effective under pressure in a fast-paced environment
- Able to set and manage priorities
- Experience with Zoho, Jira and Confluence is a competitive advantage. Experience with some problem case management systems is required.
- Excellent organizational, interpersonal, communication and customer service skills with active-listening skills and the ability to effectively interact with all levels of management
- Proven track record of success in driving operational excellence, including coordinating and driving issues to resolution autonomously utilizing excellent judgment skills
- Desire to work in a fast-paced growing company
- Ability to work long hours when needed to solve critical problems
- Fully remote environment
- Flexible Time Off
- 401k with 4% match (immediate vesting)
- Robust Medical, Dental, & Vision benefits
- Company provided equipment
- Monthly Technology Stipend
- FSA & HSA with employer contributions
- Health & Wellness incentives
- 100% Paid Parental Leave