???? **Privacy Notice**

**Technical Support Specialist - (REMOTE)**

Columbus, OH / Technology - 5000 Agent IT Support - 5302 / Full Time 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. As a full-service real estate brokerage, eXp Realty provides 24/7 access to collaborative tools, training and socialization for real estate brokers and agents through its 3-D, fully-immersive, cloud office environment.

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!

We are fully remote!

Represents eXp Realty as a front-line organization to assist agents and brokers with the technology tools that are provided. World-class customer service/experience is required for every interaction with strong problem-solving skills, empathy, and urgency to every engagement. + Providing a world-class customer experience to Real Estate Agents, Brokers and Staff, exhibiting eXp Cultural values and the Agent Experience Design Principles

+ Work with Real Estate Agents, Brokers, and eXp staff to identify computer/software problems and advising on a solution

+ Gather customer information and determine the issue by evaluating and analyzing the symptoms

+ Diagnose and resolve technical hardware and software issues

+ Identify trends and report to the manager of underlying problems and possible solutions

+ Update self-help documents so agents/brokers/staff can use self-service to fix problems themselves

+ Identify and escalate priority issues to the manager to work with product development or engineering

+ Accurately process and record all agent engagements using a computer and designated tracking software

+ Research required information using available resources

+ Follow standard processes and procedures per agent specifications

+ Redirect problems to the appropriate resource

+ Offer alternative solutions where appropriate with the objective of retaining agents/brokers business

+ Organize ideas and communicate oral messages appropriate to listeners and situations

+ Follow up and make scheduled callbacks to customers where necessary

+ Stay current with eXp Realty technology information, changes and updates

**Education:**

+ BA/AA degree in computer science or related field strongly preferred

+ High School Diploma/GED required

+ 2+ years in a high-volume, technical support role with a focus on delivering a world-class customer service/experience

+ Real Estate background a plus

+ Proper etiquette via engagement with agents/brokers in cloud-based environment and phone

+ Ability to speak and write clearly and accurately

+ Demonstrated proficiency in typing and grammar

+ Knowledge of relevant software computer applications and equipment

+ Knowledge of customer experience principles and practices

+ Effective listening and problem-solving skills

+ Ability to work remotely with no direct in-person supervision

This job description is not intended to be all-inclusive, and employee will also perform other reasonably related business duties as assigned by immediate supervisor and other management as required. eXp Realty reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

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.