Support Delivery Specialist
Posted on: 24 Apr 2021
San Francisco, CA
Job Description
The Support Delivery Specialist will be responsible for incorporating proficiency and excellence to the customer support service delivery experience thereby building trust and credibility with each franchise brand. The candidate will work collaboratively across internal and external support and service teams, effectively addressing key challenges and implementing viable solutions as well as quality standards into the support delivery process that will enable a world class customer service experience.
Core Responsibilities:
Build strong and effective relationships with internal/external customers experiencing service dissatisfaction in the support process
Proactively oversee proper handling of tickets and adherence to OLAs by L2/L3 resolver groups with an aim to drive backlog reduction and improve quality standards
Effectively collaborate on resolutions and coordinate ticket escalation processes for high level customer escalations with Level 1 CompuCom as well as Levels 2 and 3 Support Teams across RFG
Act as escalation point of contact for Brand service teams to determine best course of action in the support delivery process and bring resolution to tickets requiring resources across multiple teams
Partner with Level 2 CompuCom as a support resource to understand how incidents should be properly assigned as well as to address technical concerns with knowledge articles
Assist Level 1 CompuCom with technical questions as well as obtaining resolutions with 3rd party vendors
Identify bottlenecks in resolution processes and devise proposed solutions
Collect and analyze customer and stakeholder feedback, and prepare reports to identify ticket behavior trends
Collaborate with leadership regarding escalation trends to ensure that processes are streamlined and standardized across RFG resolver groups to create a uniformed customer experience
Partner with Brand Support Partners to address issues with the quality and routing of tickets in an effort to drive process improvement between L1 and L2/L3 resolver groups
Interact with core engineering teams to gain an understanding of platform nuances
Share best practices and documented processes across resolver groups
Develop a strong working knowledge of who the L2/L3 teams are across RFG and the platforms they support to serve as a subject matter expert in properly addressing time-sensitive, escalated issues
Skills and Experience Required:
5 years minimum experience in Customer Support/Success, Account Management, or similar roles
Solid understanding of applications, systems, initiatives and resources used in managing issue resolution
Experience with bug-tracking/issue management systems - HEAT/JIRA/ServiceNow recommended
Technical experience with a wide range of software applications (Teams, Zoom, Webex, MS Office, variety of web browsers, iOS and Android platforms, etc.)
Ability to understand the dynamics of software platforms and underlying issues, and communicate with Software Engineers
Strong interpersonal and team-oriented capabilities with demonstrated ability in Relationship Management
Exceptional communication and follow-up skills both verbally and written
High responsiveness and strong attention to detail
Highly organized, flexible and possess the ability to multi-task to keep the workflow moving through the resolution process effectively
Ability to plan, organize, and prioritize own work routine to meet established schedules and deadlines
Willingness and ability to learn quickly; self-motivated and self-directed
Process-oriented discipline towards issue resolution and management
Strong analytical and problem-solving skills
Project Management certification a plus
Knowledge of real estate operations and practices a plus
Education:
Associate/Bachelor’s degree in Information Technology, Computer Science, Business or equivalent
This position can be performed anywhere except Colorado.
Realogy Holdings Corp.
Madison, New Jersey
Realogy is a global provider of real estate services with a singular mission: We serve agents. This strategy is aimed at growing the base of high-performing independent sales agents at our company-owned and franchisee brokerages, providing services to make them more productive and their businesses more profitable.
While you won’t see our name on For Sale signs, you will see those of our industry-leading brands: Better Homes and Gardens Real Estate, Century 21, Citi Habitats, Climb Real Estate, Coldwell Banker Real Estate, Corcoran, ERA Franchise Systems and Sotheby’s International Realty to name just a few. Our four business units work together to provide a full-service solution to meet the needs of agents and their homebuying clients, from the initial listing until the keys are turned over.
Realogy was recently designated a Great Place to Work® for the second consecutive year, recognizing the company’s commitment to providing meaningful work and an environment where employees can grow and succeed. Realogy has 16,600 offices and approximately 302,000 affiliated brokers and agents worldwide. We’re the leader in residential real estate sales, with $6.1 billion in revenue in 2018, nearly 1.4 million real estate transactions and approximately 16 percent of market share of the U.S. residential real estate market. We’re there to serve agents who help people find and buy houses, move, and finance their dream.
Powered by its network of over 92,000 affiliated sales professionals in 3,000 offices across 44 countries and territories, the Coldwell Banker® organization is a leading provider of full-service residential and commercial real estate brokerage services. The brand’s mission is to empower its people to leave their mark on the world of real estate. The Coldwell Banker brand prides itself on its history of expertise and honesty since its beginnings in 1906. The brand embraces four core values: home, awesomeness, ingenuity and excellence. Coldwell Banker Real Estate is committed to providing its network of sales professionals with the tools and insights needed to excel in today’s marketplace and is known for its bold leadership and dedication to driving the industry forward with big data and smart home expertise. Coldwell Banker Real Estate was the first real estate brand to harness the power of big data; the CBx Technology Suite uses predictive analytics and machine learning to analyze markets, target buyers and sellers and provide agents with a simple platform to create unique and effective marketing plans for each listing. The brand was named among the 2018 and 2019 Women’s Choice Award® Most Recommended brands for customer experience and overall quality. Blue is bold and the integrity and values of Coldwell Banker Real Estate give the Gen Blue® network an unbeatable edge. Coldwell Banker®, the Coldwell Banker logo, Gen Blue® and the Gen Blue Experience® are registered services marks owned by Coldwell Banker Real Estate LLC. Coldwell Banker Real Estate LLC fully supports the principles of the Fair Housing Act and the Equal Opportunity Act. Each office is independently owned and operated.
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IndustryReal Estate Services
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No. of Employees11,800+
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Website
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Jobs Posted585
