A successful Product Support Specialist will deliver comprehensive, high quality support of various RE/MAX products and services. On this fast-paced team, the Specialist will need to exemplify outstanding customer service skills as well as troubleshooting skills. The Specialist will have a passion for solving problems, leveraging technology, and helping others to promote customer success. Through collaboration and teamwork, the Product Support team aims at delivering an exceptional experience to our customer each and every time. We are currently in a "remote" environment so candidate would be working from home.

Essential Duties

• Demonstrates a constant sense of urgency during each customer interaction focusing on customer empathy and outstanding customer service
• Provide insight and resolutions to our agents/affiliates via phone, chat, and email through our ticketing system
• Provide key stakeholders regular reports as to the success of the Product Support team
• Works in high performing team environment where collaboration, performance and customer service are the highest priorities
• Participate in identification of process improvement opportunities
• Liaise with other departments on projects and company initiatives as needed
• Provides technical support of commercial and proprietary applications
• Assists in the pre-production testing of application upgrades and/or custom developed applications and be responsible for assisting in the deployment of production ready products

Qualifications & Skills:

• Bachelor’s degree in business, technology or similar curriculum is preferred
• 2+ years’ experience in a customer support, operations support, product support, application support role preferred
• Experience in service desk software such as Salesforce, ServiceNow or Zendesk is preferred
• Ability to effectively communicate complex ideas in a clear and concise manner
• Ability to establish and maintain effective working relationships with co-workers, stakeholders, customer and vendors
• Ability to become a subject matter expert in both commercial and custom developed software
• Sincere passion for delivering exceptional customer service and overall experience
• Experience in real estate industry is a plus
• ITIL experience/certification a plus
• Must be able to work until 6pm Monday – Friday, as well as participate in rotating on call schedule

Hire Range/Rate:

$37,500 - $47,500

Actual compensation offered to candidate will be finalized at offer and may be above or below the posted range due to skill level, experience, industry specific knowledge, education/certifications, or geographic location. The offer rate represents one component of the RE/MAX Holdings total compensation package. Employees will also receive a number of benefits as listed below. Other compensation for this position may include bonus eligibility.

Benefits Offered

• Competitive medical, dental and vision benefits
• 401(k) and Roth 401(k) retirement plans with optional company match
• Health savings account with a company contribution
• Flexible spending accounts (medical, dependent care and transportation)
• Company-paid maternity, adoption, foster and parental leave
• Educational assistance
• Student Loan Support Services
• Paid employee assistance program
• At least 9 paid holidays, and potential for up to 15, including discretionary early closures before holidays and company events. (More than your average company!)
• MORE Time Away Program gives employees flexibility around time off needs and lets employees take time off as they need it, rather than waiting for accruals
• ClassPass discount and monthly subsidy
• Free covered garage parking (car chargers and bike racks available)
• And More!

Now is your chance to become part of a world-class, industry leading organization that touts the #1 real estate brand in the world! RE/MAX is a business that builds businesses. We provide the tools, training and tech to our real estate network, which includes RE/MAX and Motto Mortgage franchises, agents, brokers and consumers. Join us and build a career where your contribution is heard, your innovative ideas are valued, and hard work and collaboration truly makes a difference.

RE/MAX Holdings, Inc is an equal opportunity employer committed to diversity and inclusion, as well as non-discrimination in employment. All qualified applicants receive consideration without regard to race, color, religion, gender, sexual orientation, national origin, age, veteran status, disability unrelated to performing the essential task of the job or other legally protected categories. All persons shall be afforded equal employment opportunity