Technical Operations Specialist

This role involves providing hands-on technical assistance, explaining features, and offering best practice guidance for our product.

The technical support environment is focused on delivering support to customers, partners, and colleagues in a fast-paced setting.

A successful technical support associate operates efficiently in this climate, maintains composure, exhibits professionalism, understands services, team needs, and delivers the highest level of client satisfaction.

• 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.
• Maintains system functionality by testing computer components.
• Helps design and implement networks.
• Consults with users to determine appropriate hardware and software needs and assists in placing orders.
• Maximizes computer systems capabilities by studying technical applications and making recommendations.
• Tests compatibility of new programs with existing ones.
• Gathers data to identify and evaluate technical purchasing options.
• 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 in person or through various tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
• Maintains system capability by testing computer components.
• 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.

• At least 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; 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.

Flexible work schedule.

Passion for Customer Experience.

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

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.