Support Center Technician - Bilingual English/Spanish
Company: Stellar MLS
Location: Orlando
Posted on: October 19, 2024
Job Description:
Description:Stellar MLS was Named a 2022, 2023, and 2024 Top
Workplace by Orlando Sentinel!We are seeking Superstars, Get the
Job Done Leaders, and Go Getters to Join our Stellar Team of
Multi-Talented Professionals!
Benefits - We offer a comprehensive benefits package of medical,
dental, short/long term disability, life insurance, personal time
off, volunteer days, and a 401K plan.
This is a Hybrid role, must be able to work in a hybrid work
environment both in the office and remotely (in the state of
Florida).
These essential job responsibilities, requirements, and skills are
not to be construed as a complete statement of all
responsibilities, requirements, and skills. Support Center
Technician - Bilingual English/Spanish will be required to perform
other job related essential and non-essential responsibilities,
requirements, and skills as required.
What it is:The Support Center Technician - Bilingual
English/Spanish, in collaboration with MLS customers and other
Stellar Departments, ensures that our customers can accomplish
their business needs using our leading software in real estate.
With a focus on first contact resolutions, complete and accurate
documentation, adherence to standard procedures, and
troubleshooting, this role performs at a high level for customer
service and satisfaction.Reporting to the Support Center
Supervisor, this role requires someone who can resolve a high
number of inquiries while still exhibiting exceptional quality of
work.
What you'll do:This is an hourly, non-exempt, full-time role. Your
essential duties and responsibilities will consist of:
- Field incoming help requests from customers via telephone,
e-mail, walk-ins and chat in a courteous and professional
manner.
- Build rapport and elicit problem details from users.
- Thoroughly and timely document all pertinent user
identification information, nature of problem or question.
Thoroughly document the problem-solving process, including all
successful and unsuccessful decisions made, and action taken,
through to resolution
- Resourcefully use knowledgebase, FAQ's, email communication and
various resources on the Internet to aid in problem
resolution.
- Identify and learn appropriate software supported by the
company.
- Test fixes to ensure problem has been adequately resolved.
- Prioritize and escalate problems (when required) to the
appropriately experienced representative.
- Timely perform post-resolution follow-ups to requests
- Occasional over-time per job requirements
- Saturday hours are required.
- Other responsibilities as assigned.
- Must record all hours worked. If overtime is ever worked (over
40 hours) advanced approval is required from the department
manager
- Timely and regular attendance is an essential function of the
position; being physically present in the work environment is an
essential job function.
- Cross-training for other departmental functions is expected and
required.
- Must be able to work in a hybrid work environment both in the
office and remotely (in the state of Florida). The office is
located in Altamonte Springs, FL.Requirements:Who we need:To
succeed in this role, the Support Center Technician - Bilingual
English/Spanish will need a particular skill set. For this
position, those include:
- Other Essential Skills
- Exceptional customer service skills
- Strong organizational skills that reflect ability to perform
and prioritize multiple task seamlessly with excellent attention to
detail
- Strong documentation skills and able to type 40+ WPM
- Excellent written, verbal communications, and inter-personal
skills
- Good interpersonal skills, with a focus on rapport-building,
and listening skills
- Ability to present ideas in user-friendly language and ability
to apply diagnostic utilities to aid in troubleshooting
- Proven analytical, problem-solving and critical thinking
abilities
- Ability to effectively prioritize and execute tasks in a
high-pressure environment
- Experience working in a team-oriented, collaborative
environment
- Ability to conduct research into a wide range of computing
issues as required
- Ability to absorb and retain information quickly
- Experience working in a team-oriented, collaborative
environment with ability to be extremely effective
independently
- Sound judgement
- Maintain professionalism with vendors, customers, and staff at
all times
- Team-player, with ability to be extremely effective
independently
- Support Center and real estate experience preferred
- Bilingual (fluent in reading/speaking/translating Spanish) is
required
- Ability to be flexible with schedule is a plus2. Essential
Physical Skills
- Acceptable vision and hearing (with or without correction)
- Bending on occasion and lifting up to approximately 10 pounds
occasionally
- Standing and walking approximately 2 or more hours a day
- Talking and sitting for long periods of time, approximately
8-10 hours a day
- Writing and/or typing for long periods of time, approximately
8-10 hours a day(Reasonable accommodations will be made for
otherwise qualified individuals with a disability).
3. Education, Certifications, and Software Skills
- High School diploma, GED, or Associate's degree, or technical
certificate in the field of information technology and/or 2 years'
equivalent work experience
- Industry certifications (i.e. HDI Certified, CompTIA A+,
CompTIA Network+, or other useful certifications) a plus
- Knowledge of Microsoft Windows operating systems, Mac OS,
Microsoft Office. products, Outlook, Internet Explorer, multiple
web browsers, mobile devices, software and hardware-based
firewalls, various printersWhat you need to value:The Support
Center Technician - Bilingual English/Spanish must embody these
core competencies:
- Dealing with Challenges - Demonstrates resilience and
perseverance when faced with challenges.
- Drive for Results - Demonstrates drive to meet goals.
- Information Seeking - Asks relevant questions and actively
listens in order to understand the situation.
- Informed Decision Making - Contributes to decision-making
process based on evidence rather than opinions.
- Customer Focus - Demonstrates a mutual interest in customer's
goals.At Stellar MLS, we know the best ideas are born from diverse
perspectives. We are committed to a team culture of diversity and
inclusion in our organization and understand the value of each
person's contributions. We do not hire anyone simply to perform a
job function. We believe that your skills will make those job
functions an effective, integral, and important part of the growth
of your department and Stellar and will contribute to the success
of your colleagues and our customers. We value the skills that you
bring to Stellar and expect that you will affirm our culture and
values of collaboration, professionalism and cooperation through
your actions and job performance.
We are an Equal Opportunity Employer/Drug Free WorkplaceE-Verify
Participant
PIb0563e8f4f3a-37248-35834283
Keywords: Stellar MLS, Town-n-Country , Support Center Technician - Bilingual English/Spanish, Other , Orlando, Florida
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