Technical Support Advocate

WHAT IS YOUR ROLE

This position has primary responsibilities for providing hands-on technical troubleshooting, feature explanation, and best practice guidance for our product. The technical Support Representative work environment is focused on providing support to customers, partners, and colleagues in a fast-paced environment.

A successful Technical Support Advocate operates efficiently in this climate, maintains composure, exhibits professionalism, understands our services, team needs, and delivers the highest level of client satisfaction.

WHAT WILL YOU DO

• Installs, modifies, and makes minor repairs to computer hardware and software systems.
• Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
• Consults with users to determine appropriate hardware and software needs.
• Maximizes computer systems capabilities by studying technical applications and making recommendations.
• Tests compatibility of new programs with existing ones.
• Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
• Evaluates vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
• Installs software and necessary applications for workflow.
• Trains users on new software through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
• Maintains system capability.
• Carries out software, network, and database performance tuning.
• Documents hardware and software updates.
• Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
• Prepares reference material for users by drafting operation instructions.
• Supports other team members to ensure program success.

WHAT WE’LL LIKE ABOUT YOU

YOU ARE...

• Curious and authentic, just like us! #beboldr
• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction

YOU HAVE...

• 2 years of technical support experience (including support on the user-facing end): Preferably supporting customers via email and chat.
• Experience in providing technical support: installing software and programs on a computer and/or phone; technical know-how to solve bugs, and resourcefulness to find solutions.
• Intermediate-level knowledge of how web-based and mobile apps work.
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations.
• Ability to thrive in a dynamic and evolving environment – must be adaptable.
• Ability to work under pressure, meet deadlines, and work in a fast-paced environment.
• Metrics-driven and proven ability to handle a high volume of customer interactions.
• Strong conflict resolution skills and even temperament in challenging situations.
• Native or near-native written and spoken English with excellent grammatical accuracy.
• Ability to understand and explain complex and abstract concepts simply.
• Ability to properly understand and convey tone via written communications.
• Creative problem-solving skills.
• Impeccable judgment – the ability to make fact-based decisions that support desired outcomes, particularly in ambiguous situations.
• Loads of empathy – you genuinely care!
• Proactive attitude and ability to work with limited supervision.
• Ability to receive feedback and apply it quickly.
• Highly attentive to detail.
• Proficiency in navigating multiple resources and troubleshooting to find answers independently.
• Team-player mindset – you know your stuff but also enjoy sharing it with your peers and helping them succeed.

Plus Requirements

• Basic knowledge of Real Estate terms and processes.
• Ability to handle escalations.
• Take initiative and identify areas of opportunity that you can contribute to help the team as it grows.
• Acquire valuable customer insights and share them with the rest of the team to improve the education and experience to create customers for life.
• Flexible work schedule.
• Passion for Customer Experience.
• A proven ability to work remotely as part of a team but also with little direction is highly desired.