Keller Williams

Support System Analyst

Location

Austin, TX

Type

Full Time

What you’ll be called: Support System Analyst

Where you'll work: KWRI Headquarters—Austin, TX

Our ideal Support System Analyst is self-motivated, fast-paced, with a proven track record for success. You have a positive attitude and are customer service minded, constantly seeking to ensure that customer needs are met. You have a strong work ethic and are proactive to solve problems and create new processes. As our Support System Analyst, you are passionate about technology and looking for a challenging environment where you can grow.

Essential Duties and Responsibilities:

  • Manage Customer Contacts
    • Handle inbound requests for support via email and telephone.
    • Create and maintain customer relationships, managing issues and ensuring that customer problems are resolved within predefined timelines, and to the satisfaction of the customer.
    • Successfully take a minimum of 30 calls a day.
    • Maintain a 1 business day response time to all requests, and alert management to increased call volume, or repeat problems when needed.
    • Follow procedures and scripts when answering repeat questions. Create and update scripts as needed to ensure a consistent message to the field.
    • Maintain call category list and ensure that all calls are properly categorized for reporting and analysis.
  • Maintain Working Knowledge of all KW Systems
    • Maintain knowledge of complete KW tool.
    • Acquire and maintain technical knowledge level adequate to assist users in changing technical environments, such as browser and email client updates.
    • Check systems at the start of each shift to ensure availability.
    • Own the client relationship and ensure that all calls are resolved and/or escalated to management when necessary.

Knowledge and Skills: 

  • A strong interest in learning about technology.
  • Experience working in a call center/customer service.
  • Proficient in Google Business Suite (Gmail, Drive, Hangouts) and MS Office (Word and Outlook.)
  • Google Apps for Business—a basic knowledge of how a Google account operates and how a user would configure it. (ie. Client-Server, IMAP, POP3)
  • Understanding of desktop software and browser functionality.
  • Excellent verbal and written communication skills.
  • Able to provide verbal or written instructions and information in a clear and concise manner.
  • Ability to diffuse escalated customers
  • Computer Science degree is a plus.

Who are we?

Keller Williams Realty Inc. is the largest real estate company by agent count across the globe. Founded in 1983, we pride ourselves on a unique, agent-centric culture emphasizing a profit sharing system which rewards our associates as stakeholders and partners. Keller Williams Realty International (KWRI), is the company’s corporate headquarters located in Austin, Texas. 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. In this way we fulfill our vision to be the real estate company of choice.

Company Website: www.lifeatkwri.com

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U.S. Equal Opportunity Employment Information (Completion is voluntary)

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.