Technical Support Representative
Posted Updated
Description
- Provide technical support and troubleshooting via telephone, ticketing systems, and chat
- Develop subject matter expertise in core technologies and at least one other specialized technology area
- Maintain ownership of assigned incidents from initial report through resolution, ensuring clear communication throughout the process
- Educate customers on software functionalities, best practices, and product updates
- Document and report software issues, design concerns, and reliability challenges to appropriate internal teams
- Participate in team meetings and contribute to continuous improvement initiatives
- Assist with special projects and other duties as assigned
- Essential Functions:
- Analyze and troubleshoot technical issues related to software functionality and system performance
- Communicate effectively with customers, ensuring clarity and professionalism in all interactions
- Maintain accurate and detailed records of customer interactions and troubleshooting steps
- Adhere to established support protocols, ensuring timely issue resolution
- Maintain professional interaction with internal and external stakeholders
- AI Integration: Utilize company-approved GenAI tools to accelerate high-value deliverables
- Strategic Oversight: Exercise critical judgment as the “Human-in-the-Loop,” by auditing AI outputs for factual accuracy, brand alignment, and the removal of hallucinations
- Data Governance: Ensures no proprietary or Personally Identifiable Information (PII) data is exposed to unauthorized models
- Prompt Competency: Demonstrates the ability to craft clear, context-rich prompts to achieve consistent, high-quality results across various business domains
- Excellent written and verbal communication skills with the ability to document issues effectively
- Strong attention to detail and commitment to providing an exceptional customer experience
- Strong technical, analytical, and problem-solving skills in a complex, multi-platform environment
- Ability to adapt quickly to changing priorities and customer needs
- Experience with property management software or related industry experience is a plus
- Familiarity with knowledge base systems and documentation best practices is preferred
- Minimum of 1+ years of experience in a technical support role, preferably supporting B2B enterprise-level customers
- Associate’s degree or equivalent work experience
- Ability to work in a fast-paced and high-stress environment
- Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently