Customer Support Technician

Overview

Sky Slope is a remote-friendly software company delivering solutions for real estate professionals. We are headquartered in Sacramento, California, with a distributed team across the United States and Canada. We serve approximately 300,000 users across 5,000 offices, including 8 of the 15 largest real estate brokerages in the nation.

We seek to hire people who can turn ideas into reality while collaborating with empathy, urgency, and ownership. If you’re looking to make an impact within a strong team, this could be the role for you.

Our core values are:
Awareness, Execution, Obsession, Ownership, Humility, Radical Candor, Urgency, Greatness, Inches I Fun.

Customer Support Technician — Remote

As Sky Slope's Customer Support Technician, you will provide exceptional customer, technical, and product support to real estate agents, brokers, and service providers. You will respond to support tickets, resolve issues, support peers to improve department efficiency, and maintain expert proficiency on the Sky Slope platform.

Our Customer Support Team operates 24/7, 364 days a year, including major holidays. Each team member follows a 4x10 schedule (four shifts per week, ten hours per shift) determined by a seniority-based shift bid process.

• Respond to and resolve customer support tickets via email, live chat, and phone in a timely, professional manner; build customer rapport.
• Contribute to the efficiency of the software support department and support peers.
• Become a subject-matter expert on the Sky Slope platform and confidently resolve customer issues.
• Troubleshoot technical issues and maintain clear communication with customers throughout the process.
• Identify, test, and escalate website issues to QA as needed.
• Utilize downtime to process File Recs from the service queue or perform other tasks assigned by leadership.
• Handle fluctuating ticket volumes and support other team members as volume varies.

• Experience delivering high-quality customer service, preferably in a technology environment or call center.
• Experience multitasking multiple responsibilities.
• Experience with both Microsoft and Mac platforms.
• Experience using a variety of web browsers.
• Ability to type 40+ WPM.
• Excellent written and verbal communication skills.
• Excellent teamwork skills.

Pay rate: $24.50 hourly.

• Medical Insurance — Company pays a flat dollar amount toward premium; three plan options with coverage through United Healthcare. HMO option available for California residents. Eligibility begins the first of the month following date of hire.
• Dental Insurance — Company pays 75% of the monthly premium on the Base Plan;
  Principal administered.
• Vision Insurance — Company pays 100% of the monthly premium;
  Principal (VSP) network.
• Life and AD&D Insurance — Company-paid; guaranteed issue of $25,000; additional voluntary options available through Principal.
• Voluntary Disability, Accident, Critical Illness — Optional plans through Principal with eligibility beginning the 1st of the month following date of hire.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) administered through Discovery Benefits; eligibility timelines apply.
• 401(k) Plan — Company match and auto-enrollment; vesting starts after 90 days of employment.
• Employee Stock Purchase Plan — Company match up to 33.3333% of contributed dollars; eligibility after 90 days.
• PTO and Holidays — 120 hours PTO for new hires; 16 paid holidays (11 observed, 5 floating); eligibility from start date.
• Bereavement Leave — Paid days for immediate family and a day for a non-family member.
• Discounts and perks — Fidelity discounts, pet insurance, paid parental leave, Dayforce Wallet, and other programs described in the benefits package.

Sky Slope is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, veteran status, national origin, sexual orientation, gender identity or expression, genetic information, or any other characteristic protected by law.

Thank you for reviewing our open positions. We invite you to submit a concise and thoughtful application.

Sky Slope | Facebook | Instagram | You Tube | Linked In | Twitter