Technical Support Advocate, T1

• Provide hands-on technical troubleshooting, feature explanation, and best-practice guidance for the product
• Support customers, partners, and colleagues in a fast-paced environment
• Install, modify, and make minor repairs to computer hardware and software systems
• Resolve staff-generated technical tickets and troubleshoot technical and process issues
• Consult users to determine appropriate hardware and software needs
• Study technical applications and recommend ways to maximize computer-system capabilities
• Test compatibility of new programs with existing hardware and software
• Confirm program objectives and specifications through testing and modifications
• Evaluate vendor-supplied software for compatibility with existing hardware and programs
• Install software and applications needed for workflow
• Train users through videos, manuals, and digital instruction pages, often with technical writers
• Maintain system capability
• Perform software, network, and database performance tuning
• Document hardware and software updates
• Prepare user reference materials and operation instructions
• Keep current with technical advancements through workshops, publications, and professional societies
• Support team members to ensure program success

• 2 years of technical support experience, preferably supporting customers via email and chat
• Experience installing software and programs on computers and/or phones
• Technical know-how to solve bugs and resourcefulness to find solutions
• Intermediate-level knowledge of web-based and mobile applications
• Availability to work US business hours and weekends, with flexibility based on operational needs
• Native or near-native written and spoken English with excellent grammatical accuracy
• Ability to handle escalations
• Basic knowledge of real estate terms and processes
• Proven ability to work remotely as part of a team and with little direction highly desired
• Ability to work under pressure, meet deadlines, and handle a high volume of customer interactions
• Strong conflict resolution skills and attention to detail
• Proficiency in navigating multiple resources and troubleshooting independently
• Proactive attitude and ability to work with limited supervision
• Ability to understand and explain complex concepts simply
• Creative problem-solving skills and fact-based judgment
• Ability to adapt to a dynamic, evolving, fast-paced environment
• Team-player mindset and ability to share knowledge with peers