Manager Level 2 Support - Remote

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:,ActualValueFromSolar:null},{QuestionName:External Title,AnswerValue:Manager, Level 2 Support - Remote,VerityZone:formtext4,QuestionType:text,ActualValueFromSolar:null},{QuestionName:Employment Type,AnswerValue:Full-time ,VerityZone:formtext16,QuestionType:radio,ActualValueFromSolar:null},{QuestionName:About Us,AnswerValue:\u003cp\u003e\u003cspan style=\font-size:16px;\\u003e\u003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003e\u003ca href=\http://www.realogy.com/\ target=\_blank\\u003eRealogy Holdings Corp.\u003c/a\u003e\u0026nbsp;(NYSE: RLGY) is the leading and most integrated provider of U.S. residential real estate services, encompassing franchise, brokerage, and title and settlement businesses as well as a mortgage joint venture. Realogy’s diverse brand portfolio includes\u003cstrong\u003e\u0026nbsp;\u003c/strong\u003esome of the most recognized names in real estate: \u003ca href=\https://www.bhgre.com/\ target=\_blank\\u003eBetter Homes and Gardens® Real Estate\u003c/a\u003e, \u003ca href=\https://www.century21.com/\ target=\_blank\\u003eCentury 21®\u003c/a\u003e, \u003ca href=\https://www.coldwellbanker.com/\ target=\_blank\\u003eColdwell Banker®\u003c/a\u003e, \u003ca href=\https://www.cbcworldwide.com/\ target=\_blank\\u003eColdwell Banker Commercial®\u003c/a\u003e, \u003ca href=\https://www.corcoran.com/\ target=\_blank\\u003eCorcoran®\u003c/a\u003e, \u003ca href=\https://www.era.com/\ target=\_blank\\u003eERA®\u003c/a\u003e, \u003ca href=\https://www.sothebysrealty.com/eng\ target=\_blank\\u003eSotheby\u0027s International Realty®\u003c/a\u003e. Using innovative technology, data and marketing products, best-in-class learning and support services, and high-quality lead generation programs, Realogy fuels the productivity of independent sales agents, helping them build stronger businesses and best serve today’s consumers. Realogy\u0027s affiliated brokerages operate around the world with approximately 190,000 independent sales agents in the United States and more than 112,000 independent sales agents in 113 other countries and territories.\u003c/span\u003e\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan style=\font-size:16px;\\u003e\u003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003eAt Realogy, diversity fuels success – for our company and for our employees. We strive to be the preferred company for diverse talent, committed to creating an inclusive environment that encourages everyone to succeed. \u003cstrong\u003eWe pursue talent \u003c/strong\u003e– strategic thinkers who are eager to innovate, focused on execution and accountable for results. \u003cstrong\u003eWe value diversity \u003c/strong\u003e– respecting backgrounds, cultures, perspectives.\u003c/span\u003e\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan style=\font-size:16px;\\u003e\u003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003eYou’ll find our commitment to diversity reflected in our achievements:\u003c/span\u003e\u003c/span\u003e\u003c/p\u003e\u003cul\u003e\u003cli\u003e\u003cspan style=\font-size:16px;\\u003e\u003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003eForbes 2020 Best Employers for Diversity.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\font-size:16px;\\u003e\u003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003eRecognized on the 2020 Human Rights Campaign \u003ca href=\https://urldefense.com/v3/__https:/c212.net/c/link/?t=0\u0026amp;l=en\u0026amp;o=2499490-1\u0026amp;h=414592108\u0026amp;u=https*3A*2F*2Fwww.hrc.org*2Fcampaigns*2Fcorporate-equality-index\u0026amp;a=Corporate*Equality*Index__;JSUlJSUrKw!!CHCva4lQ!V7Hq9z8jry2mbi5g4VJrhm9-jtcmXOENdMS-vH72q6amtqO3-pbdNGQYXxhZ1YbfSuE$\ target=\_blank\\u003eCorporate Equality Index \u003c/a\u003e.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\font-size:16px;\\u003e\u003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003eRecognized for gender diversity on our board of directors by Executive Women of New Jersey and Women’s Forum of New York.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\font-size:16px;\\u003e\u003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003eFirst residential real estate company to endorse the\u0026nbsp;\u003ca href=\https://c212.net/c/link/?t=0\u0026amp;l=en\u0026amp;o=2698282-1\u0026amp;h=3188291754\u0026amp;u=https://www.hrc.org/blog/hrc-announces-unprecedented-business-support-for-the-bipartisan-equality-ac\u0026amp;a=Equality Act\ target=\_blank\\u003eEquality Act\u003c/a\u003e\u0026nbsp;and fully support\u0026nbsp;\u003ca href=\https://c212.net/c/link/?t=0\u0026amp;l=en\u0026amp;o=2698282-1\u0026amp;h=1515556233\u0026amp;u=https://www.realogy.com/news/2018/10/03/realogy-announces-support-for-fair-and-equal-housing-act-bill\u0026amp;a=H.R. 1447\ target=\_blank\\u003e H.R. 1447\u003c/a\u003e\u0026nbsp;amending the Fair Housing Act to include LGBTQ as protected classes.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003c/ul\u003e\u003cp\u003e\u003cspan style=\font-size:16px;\\u003e\u003cspan style=\font-family:Verdana,Geneva,sans-serif;\\u003eWith diversity, we succeed together. We hope you’ll join us.\u003c/span\u003e\u003c/span\u003e\u003c/p\u003e,VerityZone:formtext36,QuestionType:textarea,ActualValueFromSolar:null},{QuestionName:EEO Statement,AnswerValue:EOE AA M/F/Vet/Disability,VerityZone:formtext34,QuestionType:textarea,ActualValueFromSolar:null},{QuestionName:State/Province/Region,AnswerValue:New Jersey ,VerityZone:formtext25,QuestionType:single-select,ActualValueFromSolar:null},{QuestionName:City,AnswerValue:Madison,VerityZone:formtext19,QuestionType:text,ActualValueFromSolar:null},{QuestionName:Company,AnswerValue:Realogy Holdings Corp ,VerityZone:formtext1,QuestionType:single-select,ActualValueFromSolar:null}],GQId:2849,isGQResponsive:true,isActive:true,isSocialReferralJobRestricted:false,localeId:1033,AutoOptionalReqId:8782BR,Title:Manager, Level 2 Support - Remote,JobSiteId:7080,Link:https://sjobs.brassring.com/TGnewUI/Search/home/HomeWithPreLoad?partnerid=26611\u0026siteid=7080\u0026PageType=JobDetails\u0026jobid=897030,isEverGreen:false},JobDetailFieldsToDisplay:{Position1:autoreq,JobTitle:formtext4,Position3:[formtext23,formtext19,formtext25],Summary:jobdescription,Section2Fields:[formtext16,formtext1,formtext36,formtext34]},BrandingConfiguration:{\brandingSettings\: {\Responsive_AdvancedCSS\: \/* Text Alignment */#N##N#.linkContainer.backgroundColor.LinkPadding.headerLinkContainer.ng-scope,#N#.homeFooterWrapper {#N##T#text-align: center;#N#}#N##N#/* Colors */#N##N#.mainInitialContainer .widgetSidebar,#N#.footerLink.responsiveWidth.ng-scope {#N##T#border: none;#N#}#N##N#/* Dimensions */#N##N#.gateway .welcomeBanner,#N#.gateway .welcomeBanner .welcome {#N##T#width: 100%;#N#}#N##N#.gateway .welcomeBanner div[configurable-image] {#N##T#width: 100%;#N#}#N##N#@media screen and (min-width: 900px) {#N##N##T#.gateway .welcomeBanner .welcome {#N##T##T#width: 381px;#N##T##T#max-width: 35%;#N##T##T#/*min-width: 25%;*/#N##T#}#N##N##T#.gateway .welcomeBanner div[configurable-image] {#N##T##T#width: 759px;#N##T##T#max-width: 65%;#N##T#}#N##N#}#N##N#.searchMainWrapper.ng-scope,#N#.searchMainWrapper.ng-scope .ng-scope {#N##T#width: 1200px;#N#}#N##N#.searchMainWrapper.ng-scope,#N#.searchMainWrapper.ng-scope .ng-scope,#N#.pageHeader .primaryHeaderLogoWrapperLink img {#N##T#max-width: 100%;#N#}#N##N#.gateway .welcomeBanner div[configurable-image] img {#N##T#width: 100%;#N#}#N##N#.gateway .welcomeBanner div[configurable-image] img,#N#.pageHeader,#N#.pageHeader .primaryHeaderLogoWrapperLink img {#N##T#height: auto;#N#}#N##N#@media only screen and (min-width: 900px) {#N##N##T#.gateway .welcomeBanner .welcome .welcomeLiner,#N##T#.gateway .welcomeBanner .backgroundImageWrapperLink,#N##T#.gateway .welcomeBanner div[configurable-image] img {#N##T##T#height: 245px;#N##T#}#N##N#}#N##N#/* Padding */#N##N#@media screen and (min-width: 1260px) {#N##N##T#.mainInitialContainer .widgetSidebar {#N##T##T#padding-right: 8px;#N##T#}#N##N#}#N##N#/* Margins */#N##N#.searchMainWrapper.ng-scope,#N#.searchMainWrapper.ng-scope .ng-scope {#N##T#margin: auto;#N#}#N##N#.pageHeader .primaryHeaderLogoWrapperLink img {#N##T#margin: 1em auto;#N#}#N##N#@media screen and (max-width: 1259px) {#N##N##T#.gateway .welcomeBanner div[configurable-image] img {#N##T##T#margin-left: 0;#N##T#}#N##N#}#N##N#/* Display Properties */#N##N##resumeBuilderBox {#N##T#display: none;#N#}#N##N#@media only screen and (max-width: 900px) {#N##N##T#.gateway .welcomeBanner,#N##T#.gateway .welcomeBanner .welcome,#N##T#.gateway .welcomeBanner div[configurable-image] {#N##T##T#display: block;#N##T#}#N##N#}#N##N#@media only screen and (min-width: 900px) {#N##N##T#.gateway .welcomeBanner .welcome,#N##T#.gateway .welcomeBanner div[configurable-image] {#N##T##T#display: inline-block;#N##T#}#N##N#}#N##N#/* Object Fit Properties */#N##N#.gateway .welcomeBanner .backgroundImageWrapperLink img {#N##T#object-fit: cover;#N#}#N##N#/* Position Properties */#N##N#.mainInitialContainer .widgetSidebar {#N##T#position: relative;#N##T#top: auto;#N##T#left: auto;#N##T#right: auto;#N##T#bottom: auto;#N#}#N##consent_blackbar{#N# display: block;#N# position: fixed;#N# bottom: 0;#N# z-index: 999999;#N# opacity: 1; 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This manager maintains all aspects of department operations including analyzing support team activities, balancing workflow, evaluating and implementing service processes, ensuring a high level of quality while meeting customer demands, and facilitating training programs.\u003c/span\u003e\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eThis individual will be a key contact for brand staff, providing unparalleled customer service. This person will play a key role in improving customer satisfaction and delivering coaching to team members to optimize staff performance and ensure SLAs and high-level service requirements are met. This role requires an individual with a highly developed sense of integrity and commitment to customer engagement and satisfaction. He/she should demonstrate a passion for excellence, possess a keen, analytical mindset, and be able to articulate clearly and professionally, both verbally and in writing. In this role, the ideal candidate will enjoy learning about the inner workings of new and existing technology in a fast-paced environment and can utilize their in-depth knowledge to effectively coordinate and oversee escalation processes.\u003c/span\u003e\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u003cstrong\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eResponsibilities:\u003c/span\u003e\u003c/span\u003e\u003c/strong\u003e\u003c/p\u003e\u003cul\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eManage a team of Level 2 Support Specialists to ensure high level customer service standards are maintained.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eProvide leadership, development and support to direct reports as well as other support staff as needed.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eCoach team members on productivity, performance, and communications.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eOrganize and/or deliver training to Level 2 Support Team and relevant interacting teams.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eManage and coordinate support transition activities for new applications to be supported by Level 2.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eIdentify new product learning opportunities and coordinate product setup and training.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eDevise and plan new support initiatives to further the visibility and effectiveness of the Level 2 Support Team.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eCoordinate and manage support knowledge resources for team – i.e. KB articles, process flows, FAQs, etc.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eMaintain and improve customer service standards or SLAs for optimal team performance.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eManage Heat and JIRA tickets/queues for efficient and timely issue resolution.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eCollaborate with Brand Support Partners on support initiatives.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eOversee L2 ticket escalation management process between Levels 2 and 3 Support.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eAct as primary lead for brand and customer escalated issues ensuring escalated issues are handled with priority.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eAct as a key contributor to resolution discussions and forums with Level 3 and various engineering teams.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eEstablish policies and procedures that produce the highest quality customer service delivery and exceed industry standards.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eIdentify and implement process improvements to streamline processes.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eAttain proficiency in products supported by Level 2 specifically in configurations, system processes and back-end business rules.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eMaintain a daily pulse on trending and widespread issues of all supported systems and proactively share known product issues with the Levels 1, 2 and 3 Support Teams and members of collaborating teams.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eConduct analysis on team productivity and report on trends.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eProvide metrics, data and statistics for various analysis needs.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003c/ul\u003e\u003cp\u003e\u003cbr\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003e\u003cstrong\u003eQualifications:\u003c/strong\u003e\u003c/span\u003e\u003c/span\u003e\u003c/p\u003e\u003cul\u003e\u003cli\u003e\u003cspan style=\\\font-family: Verdana, Geneva, sans-serif; font-size: 16px;\\\\u003eBA/BS degree (or the equivalent level of customer support experience @5 yrs.)\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003e5 years minimum experience in Customer Support/Success, Account Management, or similar roles.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eExperience managing direct reports – highly desirable, but not mandatory.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eKnowledge of real estate operations and practices preferred.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eAbility to understand and master technology, systems and software in relatively short timeframes.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eExperience supporting websites, CRM and Leads Management platforms strongly recommended.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eExperience using bug-tracking/issue management systems, experience with HEAT/JIRA recommended.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eTechnical experience with a wide range of software applications (Teams, Zoom, MS Office, variety of web browsers, iOS and Android platforms, etc.)\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eExceptional written/oral communication skills with ability to clearly and effectively articulate complex functionality to end users as well as explain steps to replicate a problem with QA/Engineering teams for bug resolution.\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e\u003cli\u003e\u003cspan style=\\\font-size:16px;\\\\u003e\u003cspan style=\\\font-family:Verdana,Geneva,sans-serif;\\\\u003eSuperior organizational 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Company info

Realogy Holdings Corp
Website : https://www.realogy.com/