Production Support Business Analyst - (REMOTE)

Seattle, WA, United States

Description

Position at eXp Realty

We are one of the first all-remote companies with 2,000+ team members utilizing our virtual office called eXp World. This role is work-from-anywhere in Washington State, U.S.

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 at eXp Realty - a 7x Glassdoor Best Places to Work organization!

What you will do:

As Production Support Business Analyst, you will be an integral part of our Engineering Team, serving as a key contributor in the production life cycle of sophisticated, enterprise class software solutions designed to solve business challenges while bridging the gap between multiple departments and Technology. 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 leading our customer-facing support and problem resolution team by utilizing your leadership, analytical and technology skills. You will be responsible for coordinating efforts between the technology dept and the Business units, ensuring the needs of the business are met without duplication of efforts while identifying parallel work streams that can be combined to meet ever challenging timelines.

Your focus will be:

Assist the team in effectively troubleshooting technical issues and identify usability issues of our portfolio of applications.

You will be a subject matter expert in your respective area of expertise providing a layer of support between Production Support Analysts and Developers.

Providing clear demonstrations of issues impacting production systems, and documenting those in our bug management system, as well as providing ongoing follow up to end users of the resolution status of these bugs.

Major responsibilities of this role include:

Maintain engineering bug support queue, track progress of existing bugs and follow up with end users.

Track recurring issues, response, and work with engineering to deliver solutions

Cultivate a high performing engineering support team culture to meet and exceed key success metrics, which include a people success metric.

Build strong relationships between Business leaders and technology department

Investigate, evaluate and advocate new technology solutions and systems that improve the agent and staff experience, operations and profitability of the brokerage.

How you will grab our attention:

A Bachelor of Science in computer science is highly desired for this role or highly demonstrable experience delivering customer support and issue resolution in a large scale, fast paced environment.

5 plus years experience in IT with

5 plus years in customer service focused roles.

Outstanding client handling skills and communication skills - able to work with all levels of staff across the entire organization

Strong interpersonal skills working with business and technical teams

High degree of creativity and problem-solving ability

Ability to provide clear direction, performance management, identify developmental needs and to supply coaching and counseling to employees.

Strong time/project management and organization skills.

Ability to remain flexible and effective under pressure in a fast-paced environment.

Able to set and manage priorities

Experience with Zoho, Jira and Confluence is a competitive advantage. Experience with some problem case management systems is required.

Excellent organizational, interpersonal, communication and customer service skills with active-listening skills and the ability to effectively interact with all levels of management

Proven track record of success in driving operational excellence, including coordinating and driving issues to resolution autonomously utilizing excellent judgment skills

Desire to work in a fast-paced growing company.

Ability to manage time effectively and prioritize when needing to solve critical problems

Experience working in remote teams.

Ability to work collaboratively with geographically dispersed teams

This role will require daily collaboration with:

Internal executives and staff

Software developers and support staff

Internal and external development resources

Internal product, support and management teams

If you think you'd make a great match for this position but don't meet all the requirements, we would still encourage you to apply!

What eXp Realty Provides:

Fully remote environment

Flexible Time Off for Salaried Employees

401k with 4% match (immediate vesting)

Robust Medical, Dental, & Vision benefits

Company provided equipment

Monthly Technology Stipend

FSA & HSA with employer contributions

Health & Wellness incentives

100% Paid Parental Leave

The total base pay for this position starts at $72,000 per year in our lowest geographic cost of living market up to $75,000 per year in our highest geographic cost of living market and is dependent upon many factors such as location, experience, skills, and training. Base pay is only one part of the total compensation package offered to employees in recognition of their hard work and is determined within a range to allow for growth and development within a role.

We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, eXp is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.

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