Technical Systems Advocate

A technical support specialist provides hands-on assistance to customers, partners, and colleagues in a fast-paced environment. The role involves troubleshooting technical issues, explaining features, and offering best practices guidance for our product.

This position is ideal for impact-driven individuals who are passionate about helping others grow and achieve their goals. We expect our team members to become our ultimate partners to success by giving their 110% in everything, sharing their talents and quirks, and championing our core values of Curiosity, Dynamism, and Authenticity.

The successful candidate will operate efficiently in this climate, maintain composure, exhibit professionalism, understand our services, Team needs, and deliver the highest level of client satisfaction.

Responsibilities:

• Install, modify, and make minor repairs to computer hardware and software systems.
• Resolve tickets representing staff-generated technical requests or problems and troubleshoot technical and process issues to maintain productivity.
• Maintain system functionality by testing computer components.
• Help design and implement networks.
• Consult with users to determine appropriate hardware and software needs and assist in placing orders.
• Maximize computer systems capabilities by studying technical applications and making recommendations.
• Test compatibility of new programs with existing ones.
• Gather data to identify and evaluate technical purchasing options.
• Confirm program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
• Evaluate vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
• Install software and necessary applications for workflow.
• Train users on new software in person or through various tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
• Maintain system capability by testing computer components.
• Carry out software, network, and database performance tuning.
• Document hardware and software updates.
• Keep up-to-date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
• Prepare reference material for users by drafting operation instructions.
• Support other team members to ensure program success.

Requirements:

• 2 years of technical support experience, preferably supporting customers via email and chat.
• Experience in providing technical support, installing software and programs on a computer and/or phone, and possessing 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.

Benefits:

• 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.
• Ability to work remotely as part of a team but also with little direction is highly desired.