Support Center Technician

Reporting to the Support Center Supervisor, the Support Center Technician will collaborate with MLS customers as well as other MFRMLS departments on an ongoing basis. The Support Center Technician’s role is to ensure customers can accomplish their business needs using leading software in real estate. This position focuses on first contact resolutions, complete and accurate documentation, high level of customer service, adherence to standard procedures, troubleshooting and is responsible for resolving a high number of inquiries with exceptional quality of work.   

Key Responsibilities:

• Must be able to work Saturdays.
• Field incoming help requests from customers via telephone, e-mail, walk-ins 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. Thoroughly document the problem-solving process, including all successful and unsuccessful decisions made, and action taken, through to resolution
• Resourcefully use knowledgebase, FAQ’s, 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
• Perform post-resolution follow-ups to requests

• Good written and oral communication skills.
• Good interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Great Customer Service skills.
• Experience working in a team-oriented, collaborative environment.
• Able to deal diplomatically with members.  Good speaking voice, pleasant personality.
• Real Estate experience is a plus.
• Bilingual a+ (fluent in reading/speaking Spanish)
• Ability to be flexible with schedule preferred.

Qualifications and Skills:

• Exceptional customer service skills
• Strong organizational skills that reflect ability to perform and prioritize multiple task seamlessly with excellent attention to detail
• Type 40+ WPM
• Excellent written, verbal communications, and inter-personal skills
• Good interpersonal skills, with a focus on rapport-building, and listening skills
• Strong documentation skills
• Ability to present ideas in user-friendly language
• 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
• Ability to sit at a computer for 3-4 hours at a time
• Team-player, with ability to be extremely effective independently
• Support Center experience preferred
• Bilingual (fluent in reading/speaking Spanish) is a plus
• Real Estate experience is a plus
• Ability to be flexible with schedule is a plus

Education:

• 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