Job Description
Our team is searching for a Customer Support Representative to assist customers with technical support, email, and website chat, around our products and services.
Ultimately, you will help establish our reputation as a company that offers excellent customer support during the client's lifecycle. To be successful in this role, you should be an excellent communicator who's able to earn our clients' trust.
Role/Responsibilities
Manage a support pipeline ticketing system in HubSpot
Respond to customer queries timely and accurate via email, video or website chat
Update internal software, HubSpot & Slack, with information about technical issues and useful discussions with customers for the support team
Monitor customer feedback and support queries on social media, create a ticket in HubSpot and reach out to provide assistance
Follow up with customers to ensure their technical issues are resolved
Gather customer feedback and share it with our teams
Create and/or update support documentation and knowledge base articles
Handle low-level HubSpot billing issues and account cancellations
Identify and report product or service malfunctions, issues, errors, etc.
Inform clients about new features, functionalities, and updates
Assist in training junior-level customer support representatives
Other duties and responsibilities as assigned
Professional Competencies
Passion for customer service and ability to think creatively
Attention to detail and effectively multi-task in a deadline-driven atmosphere
Ability to clearly and effectively articulate thoughts and points
High levels of integrity, autonomy, and self-motivation
Analytical, organizational, project management, and time management skills
Skills & Qualifications
Computer literacy
Typing, Data Entry
Android / iOS
Windows / macOS
Writing Skills
Google Workspace formerly Google Suite (Docs, Sheets, Slides, Drive)
Customer support, Customer service
CRM software, preferably HubSpot
Zoom Video Conferencing, Google Meet, or similar
Slack, company messaging
What is GGMS?
GGMS, Gallagher Group Marketing Suite, is a digital marketing system designed exclusively for Sierra Interactive's platform. We help real estate agents, teams, and brokerages generate opportunities from new and existing contact lists using email, text messaging, digital marketing, and landing pages.
Our Mission
Our mission is to help real estate businesses close more transactions by leveraging scalable lead engagement, digital marketing, and automation solutions.
Compensation & Benefits
Full-time, starting at $48000 / year
Participation in company health insurance plans after 90 days of full-time employment
Paid vacation and sick days