Strong Support Manager for Online Based Support for a Real-Estate-Based Company

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We need someone with significant experience and skills to take ownership of our email-based support queue, to ensure tickets are being completed in a timely, professional and correct manner.

Responsibilities include:
. Review of open support tickets.
. Ticket triage, prioritization and escalation.
. Quality review of completed tickets.
. Reporting and metrics collection and analysis.
. Assist in defining and documenting support procedures.
. Ticket resolution, as time allows.

Two things that would make you a stronger candidate:
1. Real estate or property management experience.
2. Phone-based experience with customers in non-scripted situations.

We are looking people with a strong handle on technology. You don't need to know a programming language, but we better not need to teach you how to create an Excel formula or how to get past an SSL exception on one of our test environments.

Requirements:
. Work hours will need to be based in the United States workday.
. You must have remote work experience.
. You must have a strong and reliable Internet connection.
. You must have experience working for real estate or property management companies.

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