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Technical Support Specialist
2 months ago
Join Stellar MLS, a recognized leader in the real estate technology sector, celebrated as a Top Workplace.
We are on the lookout for dedicated individuals who excel in problem-solving and customer service to enhance our dynamic team of professionals.
Comprehensive Benefits: Our benefits package includes medical, dental, short/long term disability, life insurance, personal time off, volunteer days, and a 401K plan.
This position operates in a hybrid work model, requiring both in-office and remote work capabilities.
Role Overview:
The Technical Support Specialist collaborates with MLS clients and various departments to ensure effective utilization of our advanced software solutions. This role emphasizes first-contact resolutions, meticulous documentation, adherence to established protocols, and troubleshooting to deliver exceptional customer satisfaction.
Reporting Structure: This position reports to the Support Center Supervisor and involves managing a significant volume of inquiries while maintaining high-quality service standards.
Key Responsibilities:
- Respond to incoming support requests from clients via phone, email, in-person, and chat in a professional and courteous manner.
- Establish rapport and gather detailed information regarding user issues.
- Accurately document user identification, the nature of the inquiry, and the problem-solving process, including all actions taken towards resolution.
- Utilize knowledge bases, FAQs, and online resources effectively to resolve issues.
- Become proficient in the software applications supported by the organization.
- Test solutions to confirm that issues have been resolved satisfactorily.
- Prioritize and escalate issues to the appropriate team members when necessary.
- Conduct timely follow-ups after resolving requests.
- Be available for occasional overtime as needed.
- Saturday availability is required.
- Maintain accurate records of hours worked, with prior approval required for overtime.
- Regular attendance is essential; physical presence in the work environment is a critical job function.
- Cross-training for additional departmental functions is expected.
- Must be able to work in a hybrid environment, both in-office and remotely.
