Support Tech

HomeVestors of America, Inc., the We Buy Ugly Houses® people; Dallas (TX); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Health benefits

401k

Paid time off

Ongoing training

Collaborative environment

Job summary

HomeVestors of America, Inc., the We Buy Ugly Houses® people is seeking an IT Support Specialist to provide first-line technical support for our software products and assist both internal and external users. You will troubleshoot issues, guide customers through solutions, and document inquiries in our Service Cloud.

You will work with SalesForce, Service Cloud, and Microsoft 365, and collaborate with development and IT teams to resolve complex problems.

Qualifications

• High school diploma or equivalent; some college preferred.
• Basic understanding of software applications and troubleshooting.
• Strong communication and customer service orientation.
• Ability to learn new tools quickly and work with cross-functional teams.

Responsibilities

• Provide first-level technical support to customers via phone, email, or chat.
• Troubleshoot software issues related to installation, functionality, and configuration.
• Educate customers on features and best practices to maximize product usage.
• Document inquiries and solutions in the Service Cloud (SalesForce).
• Collaborate with development and IT teams for complex issue resolution.
• Follow up with customers to ensure complete resolution and offer additional help.

Skills

Communication skills

Customer service mindset

Problem solving

Learning agility

Organizational skills

Attention to detail

Ability to lift 40 lbs

Willingness to travel

Education

High school diploma

Some college preferred

Tools

Salesforce

Office 365

Service Cloud

Job description

Position Overview:

We are seeking a detail-oriented and proactive individual to join our IT Support team as an IT Support Specialist. In this role, you will provide technical support for our software products, helping users troubleshoot issues, answer questions, and guide them through solutions to ensure a seamless experience. You'll be supporting both our internal and external end-users. This is a fantastic opportunity to start your career in IT Support and contribute to a growing team.

Responsibilities:

• Provide first-level technical support to customers using our software products via phone, email, or chat - to our customers using our software products - SalesForce, Service Cloud, Microsoft 365 products, proprietary products, mobile and tablet devices.
• Troubleshoot software issues and assist customers in resolving problems related to installation, functionality, and configuration.
• Educate customers on the software's features, best practices, and usage to ensure they get the most out of the product.
• Document customer inquiries, issues, and solutions in our Service Cloud environment via SalesForce.
• Collaborate with the development and technical teams to collaborate complex issues that require advanced troubleshooting.
• Conduct follow-up with customers to ensure issues are fully resolved and offer any additional assistance if needed.
• Assist with product installations, configurations, and training, ensuring that customers can utilize all features provided.
• Stay up-to-date with new product releases and updates to effectively assist customers with the latest software versions.

Requirements:

• High school diploma or equivalent (some college preferred).
• Basic understanding of software applications (preferred SalesForce and Office 365), operating systems, and common troubleshooting techniques.
• Strong communication skills with the ability to explain technical concepts clearly and patiently to customers.
• Ability to learn quickly and adapt to new software tools and technologies.
• Strong problem-solving abilities and attention to detail.
• Basic knowledge of software installation, updates, and configuration (familiarity with Windows, Macs, IOS & Andriod devices is a plus).
• Excellent organizational skills and the ability to document technical issues accurately.
• A customer-centric attitude with a passion for helping others and ensuring their success.
• Ability to lift 40 Lbs.
• Ability to travel 10% out of the year for company conventions.

Preferred Qualifications:

• 3+ years previous experience in a customer service, technical support, or software support related role (internships or volunteer work in IT/software support is welcome).
• Familiarity with customer support software, ticketing systems, and live chat tools. (preferred SalesForce, Microsoft Teams and other related Office 365 tools).

Compensation and Benefits:

• Competitive hourly wage.
• 401k Compensation
• Health benefits (medical, dental, and vision).
• Paid time off and holidays.
• Ongoing training in software support, customer service, and product knowledge.
• A supportive and collaborative work environment.