Florida Realtors
Real Estate
TechHelplineAnalyst
“Tech Helpline Analyst at Florida Realtors. Skills: Technical support, Customer service, Problem resolution. Provide prompt technical support. Provide accurate technical support”
What You'll Achieve.
Members consistently express satisfaction; Members express appreciation; Calls resolved efficiently; Chats resolved efficiently; Support tickets resolved efficiently; Call documentation accurate; Chat documentation accurate; Support ticket documentation accurate
Industry & Context.
Problem-solving persistence; Troubleshoot issues; Troubleshoot computer hardware; Troubleshoot computer software; Troubleshoot peripheral devices; Analytical skills; Problem-solving skills
What They're Looking For.
Must Have
High School diploma required, 1 or more years of call center customer service experience, Proficient with Microsoft Office Suite, Ability to use Windows based PC, Ability to use Voice over IP phone system, Ability to use Salesforce CRM, Ability to use Teamviewer, Ability to learn new software, Ability to learn company proprietary software, Ability to learn telephone phone systems, Ability to learn Computer, Ability to learn Laptop, Ability to learn Cell phone, Ability to learn Google suite, Ability to learn Zoom, Ability to learn WebEx, Ability to learn Microsoft Teams, Ability to learn Salesforce, Ability to learn other database management software, Ability to learn Florida Realtors proprietary technology, Excellent verbal communication skills, Excellent written communication skills, Proven ability to explain steps needed/taken, Proper customer service phone etiquette, Proper listening skills, Ability to explain technical problems to nontechnical REALTORS, Proven ability to troubleshoot, Proven ability to organize, Proven ability to complete assignments, Proven ability to complete call goals on time, Ability to work independently, Ability to work in a team environment, Analytical skills, Problem-solving skills
Nice to Have
Preferred technical certifications, CompTIA A+ certification, CompTIA Network+ certification, Microsoft Certified Desktop Support Technician (MCDST) certification
What You'll Do.
Provide prompt technical support
Provide accurate technical support
Provide courteous technical support
Meet established service standards
Translate technical concepts
Provide clear guidance
Provide understandable guidance
Demonstrate professionalism
Demonstrate problem-solving persistence
Deliver service to members
Deliver support to members
Deliver service to users
Deliver support to users
Assess scope of problem
Gather caller information
Determine resolution steps
Apply working knowledge of computer software
Apply working knowledge of computer hardware
Apply working knowledge of networking
Assist users in troubleshooting issues
Provide technical support for computer hardware
Provide technical support for computer software
Provide technical guidance for computer hardware
Provide technical guidance for computer software
Resolve users’ computer hardware problems
Resolve users’ computer software problems
Assist with installation of hardware
Assist with installation of software
Install peripheral devices
Assist with installation of peripheral devices
Assist with configuration of hardware
Assist with configuration of software
Configure peripheral devices
Assist with configuration of peripheral devices
Troubleshoot hardware
Assist with troubleshooting of hardware
Troubleshoot software
Assist with troubleshooting of software
Troubleshoot peripheral devices
Assist with troubleshooting of peripheral devices
Support REALTOR® members with Florida Realtors’ proprietary products
Stay up to date on product enhancements
Stay up to date on troubleshooting procedures
Follow established departmental policies
Follow established departmental procedures
Identify priority issues
Escalate priority issues
Stay informed about new technologies
Stay informed about system updates
Stay informed about process improvements
Assist with special projects
Assist with additional tasks
How You'll Work.
Team & Collaboration
Team contributor
Communication Scope
Explain technical problems; Explain technical solutions
Applying for this Tech Helpline Analyst role?
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