Support Center Technician
4 days ago
My Florida Regional Multiple Listing Service is seeking a highly skilled Support Center Technician to join our team. 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 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.
- Occasional overtime per job requirements.
- Saturday hours are required.
- Other responsibilities as assigned.
- 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.
- Support Center and real estate experience preferred.
- Bilingual (fluent in reading/speaking/translating Spanish) is required.
- Ability to be flexible with schedule is a plus.
- 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.
- 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.
- 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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