IT Help Desk Technician

Role Overview

• Provide prompt, accurate, and courteous technical support that meets established service standards.
• Translate technical concepts into clear, understandable guidance for members with varying levels of tech proficiency.
• Demonstrate professionalism, patience, and problem-solving persistence in every interaction.
• 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, assess the issue, and determine the appropriate resolution steps.
• Apply working knowledge of computer software, hardware, and networking to assist users in troubleshooting issues related to PCs, Wi-Fi connectivity, Bluetooth, application performance, and webmail (e.g., Outlook, Google).
• Provide technical support and guidance to resolve users’ computer hardware and software problems.
• Accurately document and maintain case notes for all interactions and services provided using the Salesforce CRM or other designated systems.
• Install or assist with installation, configuration, and troubleshooting of hardware, software, and peripheral devices such as printers and scanners.
• Support REALTOR® members with Florida Realtors’ proprietary products, including Form Simplicity, Sabal Sign, and MLSAdvantage, staying up to date on product enhancements and troubleshooting procedures.
• Follow established departmental policies and procedures while identifying and escalating priority issues when necessary.
• Stay informed about new technologies, system updates, and process improvements.
• Remain flexible and assist with special projects or additional tasks as assigned.

Requirements

• High School diploma required.
• 1 or more years of exceptional call center customer service experience, preferably in a technical support environment.
• 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, Sabal Sign, and MLSAdvantage.
• 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!