What you’ll be called: Client Support Representative, Tier I

Where you’ll work: KWRI Headquarters—Austin, TX or Remote

Named a Happiest Company to Work for in 2019; one of the Best Places to Work in Austin, TX; and featured on the Training Magazine Training 125 list seven times, Keller Williams Realty International (KWRI) thrives within a creative and collaborative culture where transforming the real estate industry through technology is our primary goal.

What you’ll do:

Deliver a world-class experience for Keller Williams associates seeking help via chat and email. Our team primarily supports technical issues in KW Command, a real estate application built for the 180,000+ agents in the Keller Williams family. Realtors can manage their CRM, listings, marketing, lead generation, and business goals in one easy-to-use platform. Command is a core part of our mission to disrupt and revolutionize real estate by reclaiming agents’ data and putting it back into their hands. This opportunity has the possibility to be performed remotely.

Essential Duties and Responsibilities:

· Go above and beyond to support our associates, especially during this time of uncertainty.

· Exhibit a high level of empathy and professionalism when interacting with clients and fellow teammates.

· Own the client relationship. Create bug tickets for Engineering, communicate status updates back to the end user, and maintain ownership until resolution.

· Hold yourself accountable to SLA requirements for ticket quantity and quality.

· Strive toward first-contact resolution. Proactively decrease incoming volume by providing clients helpful resources and best practices up front. Look out for trends and alert leadership to increasing volume or repeat issues.

· Become a Subject Matter Expert in a group of products based on your skills and interests. (We use a Growth Squad model to deepen your knowledge as a specialist rather than generalist, reducing onboarding time and increasing job satisfaction.)

· Leverage training videos and help articles to stay up to date on new releases. Strive to acquire additional product knowledge to better serve users in a changing technical environment.

Required Qualifications:

· 1-2 years of experience in customer service or support, preferably including Live Chat

· Customer-obsessed mindset and passion for helping people solve tricky problems

· Excellent written and verbal communication skills (a basic writing test will be required)

· Familiarity with Google Business Suite and MS Office.

· Understanding of desktop software and browser functionality.

· Basic knowledge of client-server, IMAP and POP3.

Bonus Qualifications:

· Experience supporting CRM databases, paperwork & transaction management software (e.g. DocuSign), and/or social marketing campaigns for clients.

· Account Management experience

· Familiarity with the real estate industry or realtor business practices· Experience working in Zendesk, our ticketing software tool

· Ability to write helpful solution documentation for end users

· Bachelor’s degree or equivalent

Who are we?

Keller Williams Realty Inc. is the largest real estate company by agent count across the globe and is number one in units and volume in the United States. Founded in 1983, we pride ourselves on an agent-centric, technology-driven and education-based culture that rewards agents as stakeholders. Keller Williams Realty International (KWRI), is the company’s corporate headquarters located in Austin, TX. Here, through a focus on cutting edge technology, education, and products and services, we support our agents and associates to create careers worth having, businesses worth owning, lives worth living, experiences worth giving and legacies worth leaving.

We're driving growth and innovation at the global headquarters of the world's largest real estate franchise company!

When you join KWRI, you join a diverse team of passionate professionals who are redefining the global real estate industry. We support and innovate on behalf of over 170,000 Keller Williams real estate professionals worldwide.

We are writers, coaches, developers, designers, accountants, filmmakers, planners, lawyers and philanthropists. Each of us are trailblazers with the incredible opportunity to make a meaningful difference in the direction of this fast-growing company.