[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.

Responsibilities

• Provide exceptional customer support via phone, email, and chat to photographers and agents
• Troubleshoot and resolve technical issues across Zillow 3D Home, Aryeo (Pro & Lite), Listing Showcase, and related workflows
• Become an expert in our tools and processes, including internal systems such as CRMs and Slack
• Respond to customers within defined service levels, taking full ownership from first contact through resolution
• Stay current on product updates, fixes, and new feature releases and explain changes clearly to customers
• Meet or exceed productivity, quality, and customer satisfaction metrics
• Document customer interactions and troubleshooting steps accurately in our CRM
• Identify 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 practices
• Support a flexible schedule, including weekend availability, as needed

Skills

• 1+ years of customer support experience, with 6+ months in technical support preferred
• Excellent written and verbal communication skills in English
• Proven ability to troubleshoot technical issues and explain solutions to users with varying technical comfort levels
• Experience using CRM systems and supporting customers across phone, email, and chat
• Comfortable working in a fast-paced, changing environment and managing multiple priorities
• Strong attention to detail and commitment to accurate documentation
• Resourceful, curious learner who is eager to stay up to date on new products, features, and fixes
• Reliable, high-speed internet connection suitable for remote support, including calls and screen sharing
• Willingness to work a flexible schedule, including weekends

Benefits

• In 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.

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