Technical Support Specialist

  • Homie
  • Oct 07, 2021
Technical Support

Job Description

Job Title: Technical Support Specialist

Type: Full-time

Compensation and Perks: Salary + Stock + Full Health Benefits & 401K

What is Homie? 

Homie is everything that 90’s slang implies, and yes, we all call each other “Homie”. We are a group of hard-working, friendly people focused on disrupting the Real Estate Industry by simplifying the process and saving our customers (on average) $10,000. 

Homie launched in 2015 and has grown to be the #1 listing broker in the state of Utah. Our full-stack software platform (website and mobile app) streamlines the process from contract to close, eliminating high fees and commissions along the way. With real estate, home loans, and insurance services, Homie is disrupting an industry and making buying and selling a home a more simple, enjoyable, and affordable option. 

Homie’s Marketing Engine engages interested customers so all our professionals spend ALL of their time doing one thing - helping the customer. No prospecting, no schmoozing, and no back scratching. Our success in Utah has led to expansions in Arizona (2019), Nevada (2020), Idaho (2020), and Colorado (2020). Our ambitions certainly don't stop here; join our team as we continue to disrupt the home-buying experience and change the real estate industry nationwide! 

Homie Values

  • Disruption: Real Estate is ready for improvement; time to change it! Come build with us

  • Loyalty: To our teammates, then to our customers, and Homie to its employees

  • Work Life Balance: We want you to have a life outside of Homie

  • Humility: We all have more to learn

The Technical Support Team at Homie are known as the guardians of Customer Experience. They are responsible for processing potential bugs originating anywhere within the Homie family of apps and services, Homie corporate, or via external sources reported to Homie. The candidate will play a strategic and operational role in managing and improving Homie’s product offerings by supporting customers with technical support and alerting stakeholders regarding active bugs. The role will implement best practices for communications between technology and the business for all processes related to Support and Incident Management. The role is a critical position across the company, and the right candidate must be growth-minded as the role expands.

 

Responsibilities And Duties

  • Provide excellent customer technical support when issues arise

  • Perform incident triage and partner with product management to determine scope, urgency, and potential impact, identifying the specific vulnerability, and making recommendations that enables swift remediation.

  • Orchestrate the advanced troubleshooting and mitigation efforts of multiple engineering teams engaged in service restoration, ensuring safe execution with minimal disruption to the customer and business.

  • Drive deep-dive post incident analysis of customer impacting incidents focusing on reducing the impact or likelihood of future similar events.

  • Proactively communicate with Homie executive leadership, managers, engineering groups, and key stakeholders on active major incidents or crises.

  • Identify opportunities and take ownership for automation and/or continuous improvement of the Technical Support process and best practices

  • Capture and record all incident timelines, data, and restoration efforts.

  • Record, coordinate, and report on post-mortem exercises

  • Provide feedback to engineering leadership and drive improvements with current tools and processes

  • Helps maintain and implement policies/procedures to detect Incidents

  • Identify, explore, and then ultimately drive efforts to proactively resolve issues that could cause impact to our customers

 

Qualifications and Skills

  • Ideally 2+ years of experience with customer service and technical support.

  • Excellent written and verbal communication skills.

  • Demonstrated ability to think strategically and creatively using sound business judgment.

  • Demonstrated quantitative skills to resolve ambiguous problems and driving to the root cause.

  • Practical experience with crisis management.

  • Demonstrated ability to set priorities, pursue multiple threads at the same time, accurately reflect the current state and drive towards desired state.

  • Ability to maintain calm during stressful situations; demonstrated leadership skills under fast-paced, highly dynamic situations

  • Strong collaboration skills: working across teams and organizations is necessary to be successful.

  • Must be willing to act on issues that occur after hours and on weekends.