Keller Williams Realty

Position Purpose

KWRI’s Tech Support Operations team plays a pivotal role in delivering a seamless customer experience across all stages in the KW associate journey. This agile team builds tools and streamlines processes to support the crucial frontline – our representatives who serve KW realtor customers around the globe. As the heroes in charge of supporting Support, our mission is to help frontline teams implement new workflows and prioritize the actions that will have the biggest impact on satisfaction, efficiency, and retention for customers and employees alike.

As a Technical Support Operations Specialist, you will be responsible for the workspace administration of core Support tools, with emphasis on our Zendesk ticketing platform and all connected customer experience (CX) apps/integrations, such as Asana, Jira, and Confluence. This role owns the daily operations, as well as request intake, planning, and implementation phases of initiatives involving their systems. They work closely with Support leadership, Quality Assurance, Training & Automation resources to refine and scale our customer experience infrastructure for long-term growth. Our ideal candidate is highly self-organized, analytical and collaborative, with deep experience in customer service, project management and CX tooling administration. They should possess excellent attention to detail, ability to translate stakeholder requirements into technical deliverables, and a track record of helping teams successfully adopt operational changes in a fast-paced environment.

Location(s)

US Remote-US999

About Us

Austin, Texas-based Keller Williams, the world's largest real estate franchise by agent count, has more than 1,100 offices and 187,000 agents. The franchise is also #1 in units and sales volume in the United States. Since 1983, the company has cultivated an agent-centric, technology-driven, and education-based culture that rewards agents as stakeholders. For more information, visit headquarters.kw.com.

Keller Williams Recognition in 2023:

• Forbes "America's Best Large Employers"
• Newsweek "America's Greatest Workplaces for Diversity 2023"
• HousingWire "2023 HW Tech100 Real Estate Award"
• Fortune "America's Most Innovative Companies 2023"
• Forbes "America's Best Employers for Women"
• Franchise Business Review "Culture 100"

The Impact You'll Make

• Oversee the administration, configuration and maintenance of our CX infrastructure, inclusive of knowledge management tools, customer service CRMs, as well as tooling for user permissions, application management, ticket routing, and automation rules
• As primary Zendesk Administrator, support the daily operations and strategic direction of our corporate Zendesk instance with ~150 users across dozens of team/departmental groups
• Manage a queue of operational and functionality enhancement requests, and work with stakeholders to prioritize against evolving business priorities
• Maintain and implement new Zendesk admin settings, including onboarding new brands, workflows and automations
• Maintain up-to-date documentation for Zendesk and other CX tools, including processes, key decisions and major changes
• Serve as Subject Matter Expert on all things Zendesk administration, e.g. as consultant for Quality Assurance program ideas and a helpful resource on technical questions/capabilities
• Monitor performance of automations, triggers, and workflows across the Zendesk instance; and leverage performance data to identify pain points and efficiency opportunities
• Help standardize and optimize configurations, but also drive the deployment of new third-party integrations with custom requirements/applications for the business
• Keep up to date with new or changing functionality and new app releases in the various marketplaces for tools managed by Support Ops
• Provide project support for high-priority Tech Ops initiatives based on departmental needs
• Assist SupportOps Training Lead develop new training materials as needed
• Identify operational weaknesses and help innovate or improve upon processes
• Provide timely and accurate resolutions to issues escalated to Support Ops
• Exhibit a high level of empathy and professionalism when interacting with employees and other stakeholders

The Experience You'll Need

Required:

• 3+ years of Zendesk administration experience with in-depth knowledge of the platform’s functionality across Support, Chat, Voice, Explore, Guide, and API/app Integrations
• Advanced knowledge of customer service technology systems, including Zendesk, Jira and Hubspot, Knowledge Management systems such as Confluence or Zendesk Guide, and Quality Assurance platforms (MaestroQA a bonus!), with expertise in best practices for configuration, automation, and reporting
• Bachelor or Associate Degree in Business Management, technology or a related field (or equivalent work experience)
• Ability to translate business requirements into technical deliverables
• Proven ability to navigate ambiguity in a rapidly changing business environment, resolve problems and offer impactful solutions
• Without direct authority, ability to coordinate resources and communicate your vision, strategy, and project statuses to leadership and various stakeholders
• Experience leveraging project management tools (Asana experience a plus!) and successfully driving multiple projects at once

Preferred:

• Zendesk Administrator or other relevant certifications
• Working knowledge of developer tools, including Zendesk SDK and APIs
• Experience building custom apps and integrations for customer service use cases
• Familiarity with generative AI/LLM-based chatbot deployments
• Advanced Excel skills and ability to convert insights into action
• Familiarity with BI visualization tools like Tableau

EEO Statement

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Physical Requirements

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities as defined by the Americans with Disabilities Act As Amended to perform the essential functions.

• Sitting
• Keyboarding
• Viewing computer monitor

Work Environment

Work is performed in a business office environment. Ability to work extended hours, as required, in support of the company's business needs.

KW Core Values

Win-Win: or no deal

Integrity: do the right thing

Customers: always come first

Commitment: in all things

Communication: seek first to understand

Creativity: ideas before results

Teamwork: together everyone achieves more

Trust: starts with honesty

Equity: opportunities for all

Success: results through people