[Remote] Support Consultant

Note: The job is a remote job and is open to candidates in USA. Zillow, Inc. is transforming real estate by providing innovative products and services to agents, brokers, and multiple listing services (MLSs). As an Aryeo/RMX Support Consultant, you will provide frontline support to photographers and agents, troubleshoot technical issues, and educate customers on best practices while ensuring excellent customer experiences.ResponsibilitiesProvide exceptional customer support via phone, email, and chat to photographers and agentsTroubleshoot and resolve technical issues across Zillow 3D Home, Aryeo (Pro & Lite), Listing Showcase, and related workflowsBecome an expert in our tools and processes, including internal systems such as CRMs and SlackRespond to customers within defined service levels, taking full ownership from first contact through resolutionStay current on product updates, fixes, and new feature releases and explain changes clearly to customersMeet or exceed productivity, quality, and customer satisfaction metricsDocument customer interactions and troubleshooting steps accurately in our CRMIdentify and surface trends, bugs, and recurring issues to cross-functional partners (e.g., Product, Engineering)Contribute to a positive team environment by sharing knowledge and best practicesSupport a flexible schedule, including weekend availability, as neededSkills1+ years of customer support experience, with 6+ months in technical support preferredExcellent written and verbal communication skills in EnglishProven ability to troubleshoot technical issues and explain solutions to users with varying technical comfort levelsExperience using CRM systems and supporting customers across phone, email, and chatComfortable working in a fast-paced, changing environment and managing multiple prioritiesStrong attention to detail and commitment to accurate documentationResourceful, curious learner who is eager to stay up to date on new products, features, and fixesReliable, high-speed internet connection suitable for remote support, including calls and screen sharingWillingness to work a flexible schedule, including weekendsBenefitsIn addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.Company OverviewZillow is an online real estate marketplace for finding and sharing information about homes, real estate, and mortgages. It is a sub-organization of Zillow Group. It was founded in 2005, and is headquartered in Seattle, Washington, USA, with a workforce of 5001-10000 employees. Its website is http://www.zillow.com.