Support Center Technician

4 weeks ago

Orlando, Florida, United States Stellar MLS Full time
Job Title: Support Center Technician

We are seeking a highly skilled Support Center Technician to join our team at Stellar MLS. As a Support Center Technician, you will be responsible for providing exceptional customer service and technical support to our customers.

Key Responsibilities:

  • Field incoming help requests from customers via telephone, email, and chat in a courteous and professional manner.
  • Build rapport and elicit problem details from users.
  • Thoroughly document all pertinent user identification information, nature of problem or question, and the problem-solving process.
  • Resourcefully use knowledgebase, FAQs, email communication, and various resources on the Internet to aid in problem resolution.
  • Identify and learn appropriate software supported by the company.
  • Test fixes to ensure problem has been adequately resolved.
  • Prioritize and escalate problems (when required) to the appropriately experienced representative.
  • Timely perform post-resolution follow-ups to requests.

Requirements:

  • Exceptional customer service skills.
  • Strong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail.
  • Strong documentation skills and able to type 40+ WPM.
  • Excellent written, verbal communications, and inter-personal skills.
  • Good interpersonal skills, with a focus on rapport-building, and listening skills.
  • Ability to present ideas in user-friendly language and ability to apply diagnostic utilities to aid in troubleshooting.
  • Proven analytical, problem-solving, and critical thinking abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Experience working in a team-oriented, collaborative environment.
  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Experience working in a team-oriented, collaborative environment with ability to be extremely effective independently.
  • Sound judgment.
  • Maintain professionalism with vendors, customers, and staff at all times.
  • Team-player, with ability to be extremely effective independently.
  • Bilingual (fluent in reading/speaking/translating Spanish) is required.
  • Ability to be flexible with schedule is a plus.

Physical Requirements:

  • Acceptable vision and hearing (with or without correction).
  • Bending on occasion and lifting up to approximately 10 pounds occasionally.
  • Standing and walking approximately 2 or more hours a day.
  • Talking and sitting for long periods of time, approximately 8-10 hours a day.
  • Writing and/or typing for long periods of time, approximately 8-10 hours a day.

Education, Certifications, and Software Skills:

  • High School diploma, GED, or Associate's degree, or technical certificate in the field of information technology and/or 2 years' equivalent work experience.
  • Industry certifications (i.e. HDI Certified, CompTIA A+, CompTIA Network+, or other useful certifications) a plus.
  • Knowledge of Microsoft Windows operating systems, Mac OS, Microsoft Office products, Outlook, Internet Explorer, multiple web browsers, mobile devices, software and hardware-based firewalls, various printers.

What We Value:

  • Dealing with Challenges Demonstrates resilience and perseverance when faced with challenges.
  • Drive for Results Demonstrates drive to meet goals.
  • Information Seeking Asks relevant questions and actively listens in order to understand the situation.
  • Informed Decision Making Contributes to decision-making process based on evidence rather than opinions.
  • Customer Focus Demonstrates a mutual interest in customer's goals.

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