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Compass // tech-enabled real estate platform & brokerage
Product, Full Time    Greater New York City    Posted: Tuesday, November 17, 2020
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Are you passionate about putting technology to work? Are you seeking a career that allows you to develop in one of the worlds fastest growing companies, & to have a tremendous impact on that growth? Compass is looking for passionate, driven professionals with a strong technical aptitude & the ability to connect products & business to join our Product Support Team.

You will be at the center of our efforts to connect our world-class agents & technology. Responsible for product support & feedback, a Product Support Lead helps our agents adopt various tools to their business. This role is perfect for anyone interested in collaborating with our agents as well as Product & Engineering teams, all to build the future of real estate together.

At Compass You Will:

  • Deliver an exceptional product support experience for agents across multiple channels, meeting or exceeding defined SLAs for the following:
    • Zendesk tickets (tier 2)
    • In-product chat
  • Identify steps to reproduce novel & complex technical issues arising on the Compass platform 
  • Properly escalate tickets that require Support Engineering input & maintain strong communication across internal teams to ensure resolution for agents
  • Identify opportunities to promote agent self-service & reduce future ticket volume, including referrals to Compass Academy & other self-service resources
  • Partner with Product & Engineering to maintain robust internal documentation on Compass tools, ensuring that all support staff can easily understand how our tools work & how they deliver value to our agents
  • Test new products & conduct beta testing with agents
  • Be the regional product feedback champion, collect insights from agents, identify patterns & themes, collaborate directly with our Product Marketing, Management, & User Experiences teams, & provide timely updates to agents to close the loop
  • Represent the voice of the customer by providing quantifiable & actionable product feedback & pain points to the Compass P&E & Leadership team
  • Constantly look for opportunities for an agent to integrate a specific product into their workflow to deepen our product engagement through growing their business & creating value
  • Earn the trust of agents as you offer guidance, knowledge, & product tips
  • Share expertise gained from direct agent interactions with other staff supporting agent product adoption, such as Compass Academy & Product Marketing teams
  • Deepen our agents connection to Compass through thoughtful, empathetic support

What Were Looking For:

  • B.A. or B.S. degree & 3+ years working in Product Support, Implementation, On-Boarding, Customer Success, or relevant field preferred
  • Troubleshooting experience with online software
  • Ability to work in a fast-paced setting
  • Ability to multitask (e.g. ability to chat with a customer while typing to research issues or reviewing documentation)
  • Ability to empathize with customers & collaborate with team members
  • Aptitude for acquiring skills in existing & new products & an eagerness to learn & stay up-to-date on your own
  • Ability to maintain composure & customer focus while troubleshooting & problem solving technical issues
  • Self-motivated & resourceful, with an ability to operate fairly independently
  • Ability to synthesize complex technologies into simple & digestible steps
  • Strong written communication skills
  • Love working with people & a genuine desire to help agents grow their businesses
  • A combination of technical knowledge of products with the ability to persuade agents to use them

At Compass, our mission is to help everyone find their place in the world. This means we continually celebrate the diverse community different individuals cultivate. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyones place.

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