Product Support Representative

Ribbon Home

Charlotte, NC, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/02/2021
  • Website: www.ribbonhome.com
  • Company Address:

About Ribbon Home

Ribbon is a modern financial technology company transforming the real estate transaction by delivering certainty, transparency and joy to the home buying process. Consumers and realtors deserve a better experience, and we have designed an open platform that welcomes everyone in the home process to participate.

Job Description

Who are we?

Ribbon is a first of its kind real estate technology company transforming the real estate transaction by delivering certainty, transparency and joy to the home buying process. Consumers and realtors deserve a better experience, and we have designed an open platform that welcomes everyone in the ecosystem to participate.

Our mission is to make home ownership achievable. We live out our mission every day through our core values:

Set New Standards.  Our mission requires a new way forward.  We start from first-principles to be different, creative and bold.  Big or small, we create new norms.  

Build Together.  We are one team, one mission, creating vibrant communities of belonging. We unite in our passion and collaborate with optimism, integrity and trust.   

Learn, Teach, Grow.  In service of delivering a world class experience, we actively learn from our community, educate others, and celebrate the victories and struggles that come along the way.

Your team:

Product support is a new role at Ribbon that is focused on helping our customers leverage our technology products to make and collaborate on winning offers on homes. This role will be critical to assisting our customers as they leverage our tools and have questions about the workflow or issues they encounter. 

How you'll help make homeownership achievable:

  • Answer & resolve homeowner and real estate agent questions regarding Ribbon’s programs and overcome their objectives, and/or route them to the appropriate point of contact. 
  • Troubleshoot & provide technical assistance for our apps and other products, communicating internally and providing follow up with the client
  • Work closely with the product and engineering teams to develop documentation on expected usage and customer use-cases
  • Regularly triage issues with product and engineering on where customers are having the greatest difficulty 
  • Work with operations to implement a customer service technology for engaging with customers and tracking issues 
  • Adhering to SLAs and customer engagement models

What we're looking for:

  • Experience in customer & product support, preferably at technology companies
  • Experience working with ticketing systems (Zendesk, Zoho, etc.)
  • A customer-centric attitude, someone who loves and enjoys working with customers and helping them resolve their problems
  • Great written communication and organizational skills
  • An understanding of flexible work schedule and week

Bonus Points:

  • Experience in a Startup environment
  • Real Estate experience

What we offer:

  • Health, dental, and vision insurance
  • Flexible, unlimited vacation
  • Fully paid parental leave
  • Regular team lunches 
  • Health + wellness stipend 
  • Company-sponsored TalkSpace membership
  • 401(k)
  • Commuter benefits
  • FSA + HSA
  • Learning + development stipend
  • Meaningful equity in the company

Even if you don’t meet all the requirements, we encourage you to apply! If you’d be excited to show up for work each day, we’d be excited to have you on our team. 

Here at Ribbon we’re not scared of differences. It’s how we break new ground. As we scale and we help families from every walk of life, the team we build must be reflective of the diversity that we serve. Together, we’ve built and will continue to grow, a diverse and inclusive culture where everyone has a seat at the table and the space to be their most authentic self. Ribbon is an Equal Opportunity Employer and we support, celebrate, and cherish all the things that make our teammates who they are.

 

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.