Technical Support Expert
2 days ago
As a key member of our team, you will play a vital role in providing timely, professional, and effective support to our customers. You will serve as the first point of contact for customer inquiries via various channels, ensuring high levels of customer satisfaction.
Key Responsibilities:- Serve as the first-line support for customer inquiries.
- Deliver prompt, courteous, and effective assistance.
- Provide clear, accurate, and comprehensive responses to both technical and non-technical questions.
You will be responsible for troubleshooting technical issues, conducting research and analysis within our data services platform to diagnose problems, and escalating more complex or unresolved issues to senior support staff when necessary.
In addition to technical support, you will also assist with administrative tasks such as data entry, documentation, and report generation, manage and respond to incoming support and feature requests using an integrated CRM/support system, and coordinate with the MLS data compliance team to ensure efficient handling of support queries.
Your contributions will drive improvements in customer experience and contribute to increasing our Net Promoter Score (NPS).
Required Competencies & Skills:
- A solid understanding of API concepts and practical experience using tools such as Postman or equivalent.
- Strong verbal and written communication skills, with a professional and friendly tone.
- Excellent problem-solving skills with the ability to remain calm and composed in high-pressure situations.
- Exceptional attention to detail, especially in administrative and data-focused tasks.
- Proficiency in CRM platforms and customer support tools (e.g., Zendesk, Salesforce, etc.).
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