Job Summary
eXp Realty is one of the fastest growing real estate brands in North America, with thousands of agents operating across the United States, Canada and around the world.
eXp Realty attracts the most talented people from all fields. Whether you're a real estate professional, engineer, marketer, accountant or another field, you'll be challenged and inspired every day. Join us on this incredible journey!
General Summary:
As a member of our Production Support Team you will be an integral part of our engineering group, serving as a key contributor in the production life cycle of sophisticated, enterprise class software solutions designed to solve business challenges. You will have a knack for troubleshooting and solving problems. You will have a sense of ownership when tackling a problem, or taking on responsibility for issues. You will play a vital role in our customer-facing support and problem resolution team by utilizing your unique experience, analytical, and technology skills.
Your focus will be:
Helping solve system issues through email, chat, and other avenues to help agents and staff be successful
Troubleshoot, investigate, and solve issues reported by our agents and staff
Developing and documenting best practices to enhance troubleshooting processes
Internal executives and staff
Partner software developers and support staff, Internal and external development resources, internal product, support and management teams
Additional responsibilities of this role include:
Provide training to various employees and assist with expert knowledge on all production systems and processes.
Document production applications, resolve application issues and answer all requests.
Monitor all performance metrics for various production systems and identify potential issues.
Maintain schedule jobs and perform troubleshooting on processes and resolve all issues.
Education requirements:
At least an Associate's Degree in Computer Science or a related field
Bachelors degree in Computer Science or a related field highly desired
Key Qualifications:
2 or more years experience as a Application Support Analyst or similar role
Demonstrable ability to make disciplined decisions, based on accumulated knowledge, in a timely fashion.
High degree of creativity and problem-solving ability
Ability to remain calm in challenging situations and influence others to do the same
Experience delivering customer support and issue resolution in a large scale, fast paced environment.
Outstanding client handling skills and communication skills - able to work with all levels of staff across the entire organization
Strong EQ, empathy, and soft skills to work with all manner of customers
Strong interpersonal skills working with business and technical teams
Ability to remain flexible and effective under pressure in a fast-paced environment.
Experience with Zoho, Jira and Confluence is a competitive advantage.
Experience with some problem case management system is required.
Attention to detail - willingness to dig deep on issues
Ability to meet and exceed established Service Level Commitments
eXp Realty is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability or any other characteristic protected by law.
