Technical Support Specialist

Come join one of the best places to work in Denver! Homebot is in hyper-growth mode, looking for go-getters to join us in revolutionizing how people build wealth with the single largest asset they’ll ever own — their home.

We sell our SaaS platform to real estate agents, lenders and loan servicers to engage their clients and prospects throughout the entire homeownership lifecycle. Our customers love us and we love them!

Homebot is looking for a competent Technical Support Specialist to provide fast and useful technical assistance. You will answer queries on basic technical issues and offer advice to solve them. An excellent Help Desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the company’s reputation and business.

If this opportunity gets you pumped - perfect! Apply below and we look forward to speaking with you very soon! (We also read cover letters so take a moment to tell us what makes you a great addition to the team!)

This is a full-time position based in our Denver, CO office. (We have a hybrid work model in place that allows employees to split their time between working in-office and from home a few days a week.)

Compensation: We are committed to providing competitive pay and benefits that are in line with industry standards. We analyze and carefully consider several factors when determining compensation, including skills, qualifications and professional experience, which can cause your compensation to vary. This role has an annual targeted base salary range of $55,000 - $60,000, plus an annual 10% performance bonus target.

What You’ll Be Accountable For:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the Senior Support Representative/Technical Support Manager
• Provide accurate information on products or services
• Record events and problems and their resolution in logs (SF)
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team (User Voice)
• Identify and suggest possible improvements on procedures
• Serve as the point of contact for internal vendor relationships
• Offer assistance with 3rd party LOSs
• Offer assistance with 3rd party integrations
• Work with Product/Development teams to assist in providing use cases.
• Assist development team in testing features before go live
• Assist with API connections
• Be a Homebot Zapier expert
• Create documentation to assist clients with exports

Experience & Qualifications:

• With at least a year of call center experience
• Proven experience as a technical customer help desk professional or other product help desk support role.
• Tech savvy with working knowledge of office automation products, and databases.
• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Solution oriented
• Proficiency in English.
• Excellent communication skills.
• Customer-oriented and cool-tempered.
• Bonus: BS/AB in IT, Computer Science or relevant field
• Located in Denver, CO or willing to relocate
• Bonus: Familiar with LOS systems
• Bonus: Familiarity with Real Estate/ Lending
• Bonus: Familiarity with SQL
• Bonus: Familiarity with building Zaps

Who We Strive To Be as Homebotters:

• Servant Leaders: We serve our teammates and customers first, with the purpose of enabling and supporting them to be successful
• Respect, Thoughtfulness & Maturity: We show through our actions
• Accountability: We know our jobs & take ownership
• One Team: We make decisions, get in the same boat, & paddle together
• Diligent: We are persistent in the details
• Initiative: We seek improvements continuously
• Solution Drivers: We create solutions rather than focus on problems
• Positivity Builders: We recognize that great attitudes are contagious
• Learners: We fail fast & share from our experiences & mistakes

Why Homebot?

We believe in a collaborative, fun work environment. And when we say we have an awesome culture, we mean it. The team members, aka Homebotters, are not only passionate about our product, but also about how they interact with each other. We push ourselves every day to be better, challenge each other to continuously grow, and to have fun doing it. We are professional when we need to be and goofy when it’s time to celebrate a win. We realize we might be a little biased so we encourage you to check out our Glassdoor reviews and visit BuiltinColorado’s Best Places to Work list (#87!) and Best Midsize Places to Work (#41!).

With the mortgage and tech industries being highly male-dominated, we're proud to be a tech company in the mortgage space with ~50% female employees across the organization.

We appreciate and value what our team members do every day, so we offer some amazing benefits to reward them:

Perks/Benefits:

• Medical (Aetna) / Dental (Sun Life) / Vision (VSP)
  • Homebot covers 99% for the employee and 50% for dependents
• 401(k) match
  • Homebot matches 100% on the first 3% and an additional 50% on the next 2% (Homebotter contributes 5% and receives 4% from Homebot!)
• Great vacation policy - we believe in taking care of yourself & reward team members as they reach milestone years of service (4 weeks accrued vacation to start!)
• 1 Week Sick/Mental Health time
• Quarterly Mental Health Days (1 day per quarter)
• 2 Paid Volunteer Days per year
• Paid Parental Leave - 12 Weeks!
• Activities: Wellness Challenges, Trivia, Tequila & Chocolate Tasting, Wine & Cheese Tasting, etc.
• Hybrid Working Model - Blend Work From Home and In-Office Days
• Budget for Home Office Setup
• Denver EcoPass for light rail and bus system
• Office location in downtown Denver (modern, spacious 4-story with top floor deck ⛰)
• Relocation reimbursement for out-of-state moves to the Denver area
• Events like: Wellness Wednesdays and Thankful Thursdays
• Onsite Massages 2x/month
• Nitro cold brew, french press, smoothie bullet and snacks (vegan, gluten-free and food allergy safe options available)
• Rotating beer tap stocked beer/wine fridge, hard kombucha, wine tap
• Weekly catered lunches in-office on Thursdays
• Fun quarterly events like Rockies games, holiday parties, etc.
• Awesome culture! Awesome coworkers! (seriously, have you seen Glassdoor?)
• We give back to the community (Volunteer Days, Giving Tree)
• Open work environment with sit/stand desks
• Financial Wellness Program
• Free Employee Assistance Program & Mental Health Coaches
• Educational Assistance Program
• Annual Training Budget for Professional Development

More about Homebot

Problem we’re solving:

The US homeownership market is the largest asset class in the world at $30 trillion but is essentially an “unmanaged” asset that causes people to leave billions of dollars on the table every year. At the same time, loan officers and real estate agents spent $20 billion a year on desperate attempts to maintain mindshare and loyalty with their past clients in hopes of gaining more repeat and referral business.

Our solution:

Homebot is a client-for-life portal that maximizes repeat and referral business for lenders by empowering consumers to build wealth through homeownership. The award-winning client portal delivers personalized, actionable intelligence throughout the entire homeownership lifecycle to every client and prospect. With an average 50% monthly engagement rate, Homebot ensures lenders and agents remain the trusted advisors that consumers rely on to make informed decisions about the largest asset they may ever own, their home.

It’s definitely a game-changer and we are truly making an impact. Having launched in 2016, we're over 100 Homebotters strong and expect to continue that growth throughout the year. Join us!

Check out our website at www.homebot.ai