Listing Support Associate Ii

Compass is building the first modern end-to-end real estate platform by integrating agents, buyers, and sellers through technology. Before Compass, no one has achieved the blend of the Natural Intelligence that hundreds of thousands of enterprising real estate agents bring to this market, with the Artificial Intelligence that cloud, mobile, and AI technologies enable.

As one of the fastest-growing technology companies of our generation, in an industry larger than any other, we have an opportunity to build a world-class engineering team and the operating platform that will transform the real estate industry.

Compass India has been expediting software engineering and development across the fields of Mobile Apps, Cloud Computing, Artificial Intelligence, Machine Learning, Robotic Process Automation and Data analytics. The team has played an integral role in the launch of new features in the Compass platform for CRM, marketing, client service, 3D virtual tours, and more. We started the Compass India Development Center in 2019 and have tripled the size of our Product and Engineering teams and continue to grow.

The Listing Support team is responsible for triaging, escalating and resolving Tier-2/3 listings/data issues for Compass’ customers. The team collaborates with Support Engineers to develop support strategies for new products and data feeds, and addresses customer pain points. Through advanced tooling and troubleshooting, the Listing Support team focuses on communicating with our customers and internal stakeholders, while seeing problems through to resolution.

**Know your team**:
SOS Team (Strategic onboarding and Support) provides highly relevant assistance to our agents at the right time and place across the platform to drive product adoption and success. From solutions architecture and onboarding to getting help when and where they need it, customers easily engage with Compass technology and access services to efficiently drive success for their clients and their business.

**At Compass, you will**:

- Resolve escalated customer tickets related to the data quality of listings/buildings pages using the Advanced Listing Editor (ADLE) and other internal tools.
- Prioritize and manage several customer issues at one time.
- Work directly with Support Engineers to create and maintain automated data anomaly

detection systems.
- Have a proactive approach and monitor system operations to detect potential problems and raise the appropriate service outage ticket to initiate the incident response process.
- Create incident, service, and change request tickets in JIRA, ZenDesk and/or OpsGenie.
- Collaborate within P&E staff on AdHoc initiatives/projects to continually enhance the customer experience.
- Author and maintain internal and customer-facing technical documentation by staying on top of all site and software/app changes.
- Identify opportunities to improve the team’s processes and the customer support experience..

**What we look for**:

- 3-5 years of experience supporting customers with a data product or service.
- Demonstrate deep customer empathy and obsess about resolving customer issues.
- Excellent problem-solving, pattern identification, and process documentation skills.
- Strong written communication skills and can tailor them to the appropriate audience, whether writing a bug ticket for a Support Engineer or answering an urgent question from a high-touch customer.
- Self-directed and thrive on independent work as well as collaborating on the team’s objectives.
- Experience working on distributed teams is a plus.
- Flexible regarding working hours and willing to respond to crises during weekends.
- Strong understanding of the real estate industry and the nuances of MLS and regional regulations is highly desired.
- Open to work in rotational & night shifts.
- Proficient in English both written & Verbal

**More about Compass**:
At Compass, our mission is to help everyone find their place in the world. This means we continually celebrate the diverse community different individuals cultivate. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone’s place.
- Check out our- Engineering blogDo your best work, be your authentic self.

At Compass, we believe that everyone deserves to find their place in the world — a place where they feel like they belong, where they can be their authentic selves, where they can thrive. Our collaborative, energetic culture is grounded in our Compass Entrepreneurship Principles and our commitment to
- diversity, equity, inclusion,
growth and mobility. As an equal opportunity employer, we offer competitive compensation packages, robust benefits and professional growth opportunities aimed at helping to improve our employees' lives and careers.