Senior Associate, Technical Support, Inspection & Appraisal Solutions • Customer Support
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About The Position
Support software products/platforms used by Real Estate Appraisers and Inspectors across the US and Canada. Diagnose and resolve software issues caused by varied and unique environments. Troubleshoot Windows operating systems, PC hardware, and more. Provide guidance and expert assistance in using the products we provide. Document conversations and issues in a succinct and detailed manner. Apply standard, approved diagnostic utilities to aid in troubleshooting. Suggest changes for product enhancement and correction. Respond to client requests regarding basic software issues using various channels such as chat, phone, voicemail, web, or email. This includes but is not limited to, general and technical software requests, password retrieval, comprehension of databases, mobile application assistance, and guidance with website navigation. Engage proactively in the assigned help desk ticket system to address and resolve customer interactions. Strive to achieve service-level goals as set by the Senior Manager.
