Job Title: Technical Support Representative

Location: Kirkland

COMPANY INFORMATION:

Northwest Multiple Listing Service is a not-for-profit, member owned organization, and is the largest full-service MLS in the Northwest. Its membership includes more than 28,000 real estate brokers and appraisers. We provide superior systems, products, and services for the technologically savvy real estate industry in the Pacific Northwest.

We pay competitive salaries and offer a comprehensive benefits package including medical, dental, vision, flexible spending accounts, life insurance, EAP, and 401(k).

POSITION SUMMARY:

This position requires both strong technical troubleshooting skills and exceptional customer service skills. A Technical Support Representative will assist the caller with troubleshooting issues with connecting to and utilizing NWMLS' applications.

The knowledge and skills required to perform this position include an understanding of computer hardware, operating systems, various browsers, and application fundamentals as well as a basic knowledge of networking hardware and software. The position requires both strong technical troubleshooting skills and exceptional customer service skills.

Please note: This is a full-time position with a work schedule that may include working Sunday.
(For example: Work Schedule = Sunday through Thursday)


JOB FUNCTIONS:

Phone Support

  • Assist customers over the phone and/or via email to resolve technical issues related to NWMLS' supported applications
  • Assist in troubleshooting customer connectivity issues
  • Monitor known application issues and report new ones
  • Document calls for contribution to the knowledge base
  • Communicate with team members when new issues are discovered and resolutions found for existing bugs
  • Maintain documents and email support boxes as assigned
  • Stay current with system information, changes, and updates

Testing and Reporting

  • Assist in testing upgrades to existing applications, document test results and report critical issues to supervisor
  • Assist in testing and evaluating new applications
  • Use daily all of NWMLS' applications and report any issues to I.T. Department
  • Perform Regression Testing - testing the application as a whole after modifications have been applied
  • Conduct Acceptance Testing - does the software meet customer requirements
  • Validate Usability Testing - is it easy to use or not

Documentation

  • Create and update help desk tickets and application specific feedback lists
  • Document application test results and complete test plans as applicable
  • Identify potential issues and report call patterns in the types of calls to immediate supervisor and / or to the I.T. Department.
  • Create documentation on new features or applications for publishing

QUALIFICATIONS:

  • Strong commitment to providing top quality customer service.
  • Basic hardware and operating system knowledge.
  • Basic understanding of browser platforms and compatibility with applications provided.
  • Basic networking, email and Internet experience.
  • Basic testing and documentation skills.
  • Excellent Communication - written and oral
  • Strong Documentation skills - creating and maintaining
  • Strong Troubleshooting skills - creativity, innovation and the ability to see 'beyond' the known.
  • Self Management - excellent ability to manage work time and prioritization of tasks.
  • Can do attitude!


CONTACT INFORMATION

Please send your resume and salary requirements directly to hr@nwmls.com with the position title "Technical Support Representative" in the subject line.

Compensation:  DOE.
Principals only.  Recruiters, please don't contact this job poster.
Please do not contact job poster about other services, products or commercial interests.