About SkySlope

In 2011, SkySlope began as an idea and has grown to support close to 300,000 users across 5,000 offices nationwide and in Canada. They are industry leaders in the real estate space, building cutting-edge software.

SkySlope's Core Values

These values guide SkySlope's growth:

Awareness
Execution
Obsession
Ownership
Humility
Radical Candor
Urgency
Greatness
Inches I Fun

Learn more about our core values from our CEO, Tyler Smith here!

About the Role

As a Customer Support Technician, you will provide exceptional customer, technical, and product support.

Day-to-Day Responsibilities

Responding and resolving customer support tickets via emails, live chats, and phone calls in a timely and professional manner, while building customer rapport
Contributing to the efficiency of the software support department, while also supporting their team members
Be a subject matter expert on the SkySlope platform and confidently resolve issues customers are having
Troubleshooting technical issues and maintaining strong communication with the customer throughout the process
Identifying, testing, and escalating websites issues to QA as necessary
Using down-time when there are no open or incoming tickets to complete File Recs from the service queue, or completing other tasks assigned by Department Leadership or Management
Maintaining a fluctuating volume of incoming tickets/supporting other team members as volume varies

Requirements

Experience providing a high level of customer service, preferably in a technology environment or call center
Experience multi-tasking multiple responsibilities
Experience with both Microsoft and Mac platforms
Experience using a variety of different web browsers
Ability to type 40+ WPM
Excellent written and verbal communication skills
Excellent teamwork skills

Compensation

Hourly Rate: $24.50

Benefits

Medical Insurance: Company pays a flat dollar amount towards the premium.
- Three plan options are available through United Healthcare.
- Eligibility begins the 1st of the month following the date of hire.
- UHC HDHP/HSA
  - Employee Only: $58.92
  - Employee + Child: $147.30
  - Employee + Spouse: $175.78
  - Employee + Family: $259.24
- UHC PPO
  - Employee Only: $104.10
  - Employee + Child: $244.63
  - Employee + Spouse: $289.91
  - Employee + Family: $422.63
- UHC HMO (CA residents only)
  - Employee Only: $84.56
  - Employee + Child: $198.71
  - Employee + Spouse: $235.49
  - Employee + Family: $343.29
Dental Insurance: Company pays 75% of the monthly premium on the Base Plan.
- This PPO plan is administered through Principal.
- Eligibility begins the 1st of the month following the date of hire.
- Principal Dental Base Plan
  - Employee Only: $4.19
  - Employee + Child: $11.73
  - Employee + Spouse: $8.50
  - Employee + Family: $17.20
- Principal Dental Buy-Up Plan
  - Employee Only: $6.65
  - Employee + Child: $19.53
  - Employee + Spouse: $13.51
  - Employee + Family: $28.35
Vision Insurance: Company pays 100% of the monthly premium.
- This plan is administered through Principal (VSP choice network).
- Eligibility begins the 1st of the month following the date of hire.
Basic Life and AD&D Insurance: Company-paid plan with a guaranteed issue amount of $25,000.
- Plan is administered through Principal.
- Eligibility begins the 1st of the month following the date of hire.
Voluntary Short & Long Term Disability Insurance Plans: Optional plans.
- Plan is administered through Principal.
- Eligibility begins the 1st of the month following the date of hire.
Voluntary Accident Insurance: Optional plans.
- Employee Only: $4.39
- Employee + Spouse: $6.73
- Employee + Child(ren): $7.49
- Employee + Family: $11.50
Voluntary Hospital Indemnity: Optional plans.
- Employee Only: $6.85
- Employee + Spouse: $17.43
- Employee + Child(ren): $11.41
- Employee + Family: $22.84
Voluntary Critical Illness: Optional plans.
Flexible Spending Account: A tax savings account.
- Plan is administered through Discovery Benefits.
- Eligibility begins the 1st of the month following the date of hire, if you sign up by the 25th of the month.
Health Savings Account (HSA): A tax savings account for employees enrolled in a High Deductible Health Plan.
- Plan is administered through Discovery Benefits.
- Eligibility begins the 1st of the month following the date of hire, if you sign up by the 25th of the month.
- Must be enrolled in the UHC HDHP/HSA medical plan with SkySlope to be eligible.
- SkySlope contributes $300 to an individual HSA and $600 to a family HSA.
401(k) Plan: Company will match $0.50 on each $1.00 contributed up to the first 6% of eligible earnings.
- Plan is administered through Principal.
- Eligibility begins the first pay date after 90 days of employment.
- Auto-enrollment after eligibility at 3% of gross annual earnings.
- Defer between 1% and 40% of eligible contribution.
Employee Stock Purchase Plan: Company match equal to 33.3333% of dollars contributed to the plan, based upon the average purchase price for the quarter.
- Plan administered through Fidelity.
- Eligibility begins the first pay date after 90 days of employment.
- May contribute after-tax dollars from 3% to 15% of base earnings.
Paid Time Off (PTO): 120 hours (equivalent of 15 days) of PTO for new hires.
- PTO accrual begins after 90 days of employment.
16 Paid Holidays: 11 observed, 5 floating (used for personal holidays).
- Eligibility begins on your first day of employment.
Bereavement Leave:
- 5 paid days of leave for an immediate family member. This is a spouse, child, parent, grandparent.
- 1 paid day of leave for a close non-family member.
Discounts through Fidelity: Purchasing discounts for wireless, car rentals, hotels, and more.
Pet Insurance through Nationwide: 50%, 70% reimbursement plans available through Nationwide with options for wellness. SkySlope contributes $20 a month, per pet, up to 2 pets towards the cost of the plan.
Paid Parental Leave: Up to six (6) weeks of pay following the birth or placement of a new child.
Dayforce Wallet: Access to pay on-demand as soon as it is earned.

Customer Support Technician at SkySlope