Help Desk Specialist Tier II providing IT support for federal government contracts in fast - paced environment. Managing technical support for desktop, networking, and conferencing technologies.
About the role
- Tech Helpline Analyst for Florida Realtors delivering tech support via phone, chat, and email. Requires strong customer service skills and technical troubleshooting expertise.
Responsibilities
- Deliver service and support to association members and Florida Realtors tech users via phone, chat, email, and/ or Salesforce support ticketing system, assessing the scope of the problem and determining any resolution.
- Accurately gather caller information and inquire into situation when more information is needed.
- Apply knowledge of computer software and hardware to assist users in resolving problems, troubleshoot networks and/or wireless issues such as Bluetooth, connecting to WiFi, PC performance, computer programs and/or applications, and/or issues with webmail such as Outlook or Google.
- Provides technical support and guidance to resolve users’ computer hardware and software problems.
- Correctly and accurately create and maintain case notes of member interaction for support services provided in the Salesforce ticketing system or other appropriate database.
- Install or assists with the installation and set-up of new hardware, software, and peripheral equipment such as the installation and configuration of printers and scanners.
- Assist REALTOR members with Florida Realtors proprietary Form Simplicity, Sabal Sign, and/or other Florida Realtor products. Ensure product knowledge by reviewing updated product/troubleshooting information.
- Follow departmental standard policies and procedures.
- Identify and escalate priority issues, as needed.
- Stay current with system information, changes, and updates.
- Remains flexible to work additional projects as requested or as needed.
Requirements
- High School diploma required.
- Proficient with Microsoft Office Suite with the ability to use Windows based PC, Voice over IP phone system, Salesforce CRM, Teamviewer.
- Ability to learn new software including, company proprietary software, telephone phone systems, Computer, Laptop, Cell phone, Google suite, Zoom, WebEx, Microsoft Teams, Salesforce and/or other software or database management software.
- Ability to learn and have a thorough understanding of technology proprietary to Florida Realtors such as Form Simplicity and MLSAdvantage.
- 1 or more years exceptional call center customer service experience.
- Excellent verbal and written communication skills with proven ability to explain in detail steps needed/taken to resolve issues.
- Proper customer service phone etiquette and listening skills.
- Ability to explain technical problems/solutions to nontechnical REALTORS.
- Proven ability to troubleshoot, organize, complete assignments and complete call goals on time and as defined.
- Ability to work independently as well as in a team environment as necessary.
- Strong analytical and problem-solving skills.
- Preferred technical certifications:
- CompTIA A+
- CompTIA Network+
- Microsoft Certified Desktop Support Technician (MCDST)
Benefits
- Rewarding 401k plan with 6% company match, fully vested
- Free medical insurance for you as an employee
- Availability of dental, vision, FSA, disability coverage, company-paid life insurance, EAP, and more
- Flexible work environment with partially remote schedule
- Generous paid vacation days and sick days, and 9 company holidays
- Vacation buy-back plan
- Possible $5000 grant on the purchase of your first home
- And a whole lot more
Job title
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Experience level
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