Technical Support Specialist

The Technical Support Specialist at Compass Realty Inc provides first- and second-level technical support to internal staff and agents troubleshooting hardware software and network issues across the office and in the field. This role plays a key part in keeping agents productive listings systems online and client-facing technology running without interruption.

Key Responsibilities

• Respond to and resolve technical support tickets from agents and staff via phone email and chat in a timely professional manner
• Troubleshoot hardware software printer mobile device and network connectivity issues (in-office and remote/field agents)
• Provide support for MLS platforms real estate CRM software e-signature tools (e.g. DocuSign) and transaction management systems
• Set up and configure new agent/employee laptops mobile devices and accounts (onboarding/offboarding support)
• Manage user accounts permissions and password resets across internal systems and listing platforms
• Support video conferencing virtual tour and virtual staging technology used for listings and client meetings
• Escalate complex issues to senior IT staff or third-party vendors (MLS providers software vendors) and follow up to ensure resolution
• Maintain accurate records of support requests resolutions and recurring issues in the ticketing system
• Assist with basic network troubleshooting (Wi-Fi VPN connectivity issues at office locationsli>
• Create and maintain internal documentation FAQs and how-to guides for common technical issues and new tools
• Support office equipment such as printers scanners and lockbox/key management systems
• Ensure compliance with data security protocols given the sensitive nature of client and transaction information

Required Qualifications

• 13 years of experience in a technical support help desk or IT support role
• Strong working knowledge of Windows and/or macOS operating systems
• Familiarity with Microsoft Office 365 Google Workspace and mobile device management (iOS/Android)
• Basic understanding of networking concepts (Wi-Fi VPN DNS DHCP)
• Excellent problem-solving skills and attention to detail
• Strong communication skills with the ability to explain technical issues to non-technical agents and staff
• Ability to manage multiple tickets/priorities in a fast-paced deadline-driven environment
• High school diploma or equivalent required

Required Skills:

problem-solving