Support Center Technician

 At My Florida Regional MLS, we do not hire anyone simply to perform a job function. We believe that your skills will make those job functions an effective, integral and important part of the growth of your department and MFRMLS and will contribute to the success of your colleagues and our customers. We value the skills that you bring to MFRMLS and expect that you will affirm our culture and values of collaboration, professionalism and cooperation through your actions and job performance.

Position Summary

The Support Center Technician is an hourly, non- exempt position that reports 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.  

Essential Job Duties and Responsibilities

• 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 and timely 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 knowledge base, 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
• Timely perform post-resolution follow-ups to requests
• Occasional over-time per job requirements
• Saturday hours are a job requirement
• Attendance is an essential function of the position
• Being physically present in the work environment is an essential job function
• Must record all hours worked. If overtime is ever worked (over 40 hours) advanced approval is required from the Support Center Supervisor.

Essential Physical Skills     

• Acceptable vision (with or without correction)
• Acceptable hearing (with or without correction)   
• Bending on occasion
• Talking for long periods of time, approximately 8-10 hours a day
• Lifting up to approximately 10 pounds occasionally
• Sitting for long periods of time approximately, approximately 8-10 hours a day
• Writing and/or typing for long periods of time, approximately 8-10 hours a day     

(Reasonable accommodations will be made for otherwise qualified individuals with a disability).   

(These essential job duties, requirements and skills are not to be construed as a complete statement of all duties, requirements and skills.  The Support Center Technician will be required to perform other job related essential and non-essential duties, requirements and skills as required).

Other Essential 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 skill
• 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
• Experience working in a team-oriented, collaborative environment with ability to be extremely effective independently
• Sound judgement
• Maintain professionalism with vendors, customers, and staff at all times
• 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, Certificates, and Software

• 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

(A comparable amount of training, education, or experience may be substituted for the minimum qualifications.)