Technical Support Representative

About the position

The Technical Support Representative role involves providing end-user support for the company's products, primarily assisting real estate agents with their inquiries and technical issues. The position requires effective communication and troubleshooting skills to resolve a variety of product usage questions and technical problems, ensuring customer satisfaction and efficient service delivery.

Responsibilities

• Interface with customers to resolve inquiries, concerns, and requests about products and services.
• Gather end users' information and determine the issue by evaluating and analyzing the symptoms.
• Provide how-to assistance to enable end users to get desired results in product usage.
• Perform in-depth technical troubleshooting, including reviews of browser settings, clearing cache, setting trusted sites, and managing security settings.
• Troubleshoot networking and router/ISP issues, install printer drivers, and anti-virus/anti-malware software.
• Assist callers in the use of mobile devices, Macs, iPads, and Androids when using company products.
• Follow standard processes and procedures and identify and escalate priority issues following guidelines.
• Accurately process and record call transactions using designated tracking software.
• Stay current with system information, changes, and updates.

Requirements

• High School Diploma.
• 1 year experience in customer support call center environment.
• Experience in providing technical end user support.
• Proper phone etiquette and good written and verbal communication skills.
• Good interpersonal skills with a focus on rapport-building, listening, and questioning skills.
• Ability to work under pressure and remain flexible to changing schedules and demand.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Customer service orientation and demonstrated proficiency in typing and grammar.
• Knowledge of Microsoft Windows operating systems, Microsoft Office products, Outlook, and various web browsers.
• Familiarity with software and hardware-based firewalls, various printers, and spyware removal utilities.

Nice-to-haves

• Familiarity with real estate concepts.
• Bi-lingual skills (English and Spanish) may be required for some positions.

Benefits

• Equal employment opportunity employer.