Customer Support Specialist

2 weeks ago


Altamonte Springs, Florida, United States Stellar MLS Full time

Join Stellar MLS, a Recognized Top Workplace

We are looking for dedicated, results-oriented individuals to become part of our dynamic team of skilled professionals.

Employee Benefits - Our comprehensive benefits package includes medical, dental, short/long term disability, life insurance, personal time off, volunteer days, and a 401K plan.

This position offers a Hybrid work environment, requiring the ability to work both in-office and remotely (within the state of Florida).

Role Overview:

The Customer Support Specialist – Bilingual English/Spanish collaborates with MLS clients and various Stellar Departments to ensure our customers can effectively utilize our leading real estate software. This role emphasizes first contact resolutions, meticulous documentation, adherence to established procedures, and effective troubleshooting, delivering high-quality customer service and satisfaction.

Reporting to the Support Center Supervisor, this position demands an individual capable of managing a substantial volume of inquiries while maintaining exceptional work quality.

Key Responsibilities:

This is a full-time, hourly, non-exempt position. Your primary duties will include:

  • Responding to incoming support requests from clients via phone, email, in-person, and chat in a professional and courteous manner.
  • Establishing rapport and gathering detailed information about user issues.
  • Accurately documenting all relevant user identification details, the nature of the issue, and the problem-solving process, including both successful and unsuccessful attempts, leading to resolution.
  • Utilizing knowledge bases, FAQs, email communications, and various online resources to assist in resolving issues.
  • Identifying and familiarizing yourself with the software supported by the company.
  • Testing solutions to confirm that issues have been resolved satisfactorily.
  • Prioritizing and escalating issues to the appropriate representatives when necessary.
  • Conducting timely follow-ups post-resolution.
  • Occasionally working overtime as required by job demands.
  • Working Saturday hours as needed.
  • Completing other assigned responsibilities.
  • Recording all hours worked, with prior approval required for any overtime (over 40 hours) from the department manager.
  • Maintaining regular and punctual attendance is crucial; physical presence in the work environment is essential.
  • Participating in cross-training for other departmental functions is expected.
  • Must be able to work in a hybrid environment, both in-office and remotely (within the state of Florida).


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