Technical Support Specialist

Title: Technical Support Specialist

Location: Dallas, Texas, United States

Department: REAL GEEKS CLIENT SERVICES

Job Description:

Who We Are
Real Geeks creates solutions that help real estate agents and small teams attract new clients, build lifetime relationships, and grow their business. We were founded in 2011, and we’re headquartered in Dallas, Texas. We are a team of scrappy, compassionate, innovative people who build great things. We are looking for an Onboarding Specialist, to join our team.

We are seeking a customer centric, technical guru to join our Client Support Team. As a Technical Support Specialist, you will use your technical chops and customer support skills help to our customers who are using our real estate platform to manage and grow their real estate business.

Why We Need You
In this role, you will deliver a consultative support experience through creative, technical problem solving and a deep knowledge of how our platform works and how it can be applied to solve a multitude of business problems.

What You'll Do

 

The Customer Support Specialist is responsible for providing best-in-class support to new and existing customers via phone, chat, or email.  The Customer Support Specialist will troubleshoot basic and complex technical tasks, answer product-related questions, resolve customer issues and educate customers on the Real Geeks platform.

 

 

Specific responsibilities include, but are not limited to:

 

 

• Answers inbound and places outbound calls with the goal of increasing business success, customer satisfaction, and customer retention.


• Responds timely to customer questions, explains available services, corrects errors, provides information on pricing, troubleshoots and researches issues


• Takes care of 1st and some 2nd level customer inquiries and problems and escalates issues to advanced customer support engineers as appropriate


• Requires extensive knowledge to navigate company’s systems and extensive knowledge of company, services, and products


• Logs customer notes and actions taken to resolve tickets into Hubspot


• Meets daily call and ticket resolution goals as assigned


• A combination of 16 calls answered and emails tickets resolved per day
  
  
  • A combination of 16 calls answered and emails tickets resolved per day
  
  
  • 85% of daily time is logged under Online or On-call
  
  
  • Maintain customer satisfaction score of 90% or higher
  
  
  
   
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What You’ll Need To Be Successful

 

 

• Customer Support Experience
  
  
  • Minimum 2 years of experience, preferably in a customer support or related role.
  
  
  
   
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• Communication Skills
  
  
  • Strong verbal and written communication skills, with the ability to clearly explain technical concepts to non-technical audiences.
  
  
  • Active listener with a customer-focused mindset.
  
  
  
   
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• Customer Service Excellence
  
  
  • Demonstrated commitment to delivering exceptional customer service and a genuine passion for helping people.
  
  
  • Advanced interpersonal skills with the ability to build rapport quickly.
  
  
  
   
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• Performance in Fast-Paced Environments
  
  
  • Proven ability to thrive in a high-volume, fast-paced environment with demanding, results-driven customers.
  
  
  
   
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• Organization & Time Management
  
  
  • Excellent organizational skills and attention to detail.
  
  
  • Strong time management skills with a track record of meeting deadlines.
  
  
  
   
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• Technical Aptitude
  
  
  • Technically inclined, with the ability to quickly learn and navigate tools such as HubSpot, and internal product suites.
  
  
  
   
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• Problem-Solving & Learning Agility
  
  
  • Willingness to learn new technical concepts, including DNS and MX records (preferred but not required).
  
  
  
   
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• Industry Knowledge (Preferred)
  
  
  • Familiarity with real estate is a plus, but not required.
  
  
  
   
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What We Offer

 

 

• Positive, healthy, and vibrant culture


• The nimbleness and daring of a successful startup with the security of a large, stable parent company


• A positive, collaborative team culture where people really matter


• Highly competitive benefits, including health insurance, 401k, Employee Stock Purchase Plan options, and a Continuing Education benefit


• Opportunities to grow and advance your career in many different directions


• The flexibility of a remote workplace environment, with the option to work in-person at our Dallas office.