Support Center Technician - Bilingual English/Spanish

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 :

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 plus

2. 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 printers

What 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 Workplace

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