Production Support Analyst - (Remote)

Who is eXp?

Doing the audacious is part of eXp Realty’s DNA. We are a company that rewards creative minds who can offer bold solutions, where opinions matter, anything is possible and the outcome can be revolutionary. As a global full-service real estate brokerage utilizing a 3-D, fully immersive, cloud office environment, offering 24/7 access to collaborative tools & training, eXp has broken the traditional mold of real estate. We are doing big things. Come join us!

What You Will Do:

As a member of our Production Support Team you will be an integral part of our engineering group, serving as a key contributor in the production life cycle of sophisticated, enterprise class software solutions designed to solve business challenges. You will have a knack for troubleshooting and solving problems. You will have a sense of ownership when tackling a problem, or taking on responsibility for issues. You will play a vital role in our customer-facing support and problem resolution team by utilizing your unique experience, analytical, and technology skills.

How You Will Make An Impact:

• Developing and documenting best practices to enhance troubleshooting processes
• Troubleshoot, investigate, and solve issues reported by our agents and staff
• Document production applications, resolve application issues and answer all requests.
• Monitor all performance metrics for various production systems and identify potential issues.
• Provide training to various employees and assist with expert knowledge on all production systems and processes.
• Helping solve system issues through email, chat, and other avenues to help agents and staff be successful
• Maintain scheduled jobs and perform troubleshooting on processes and resolve all issues.

How You Will Grab Our Attention:

• Attention to detail - willingness to dig deep on issues
• Experience delivering customer support and issue resolution in a large scale, fast paced environment.
• Ability to remain flexible and effective under pressure in a fast-paced environment.
• Strong EQ, empathy, and soft skills to work with all manner of customers
• Ability to remain calm in challenging situations and influence others to do the same
• Outstanding client handling skills and communication skills – able to work with all levels of staff across the entire organization
• High degree of creativity and problem-solving ability
• Associate’s Degree in Computer Science or a related field
• Bachelor's degree in Computer Science or a related field highly desired
• 2 or more years experience as a Application Support Analyst or similar role
• Experience with Zoho, Jira and Confluence is a competitive advantage. Experience with some problem case management system is required.
• Ability to meet and exceed established Service Level Commitments
• Demonstrable ability to make disciplined decisions, based on accumulated knowledge, in a timely fashion.
• Strong interpersonal skills working with business and technical teams

What eXp Realty provides:

• Company provided equipment; laptop, monitor, headset
• And more…
• Amazing company culture
• Fully remote environment
• 401k with a 4% match
• Robust Medical coverage, as well as Dental & Vision benefits
• Stock option grant
• FSA plan

This job description is not intended to be all-inclusive, and the employee will also perform other reasonably related business duties as assigned by immediate supervisor and other management as required. eXp Realty reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

eXp World Holdings is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability or any other characteristic protected by law.