Job description
The Support Services Specialist will assist and provide support to agents and organizational team players. The candidate will be required to interact directly with the Sales team, internal and external customers, operations and IT. The Support Specialist must be able to manage multiple projects at a time and be organized to track and report on their status. They should have a desire to learn new skills, including technical skills.
Job Responsibilities:
Job Responsibilities:
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Establish and maintain strong professional relationships with:
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High-Profile clients
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Senior Leadership
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Internal clients
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Daily management of relationships, including operational and technical client support backed by additional resources
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Proactively assess, define and solve problems which require critical thinking skills
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Have a strong team mindset approach to solving problems, meeting performance goals and working under pressure to perform at a high level for the executive team
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Troubleshoot/solution client’s operational and technical issues, communicating and documenting requirements, testing plans, and projected timelines
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Ability to assess situations/issues with customers, use resources to find best solutions/test solutions with Team and provide best case scenario to customer to solve problem (Identify, define, explore, find options/solutions)
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Strong ability to multitask and handle multiple projects that require close attention to detail
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Become a product expert & communicate/work with technical team
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Monitor and assist with new Help Desk system; Implement new products and features
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External and internal training and retraining of processes or systems
Qualifications:
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Minimum 2+ year experience in a Customer Support, Technical Support or related role
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Prior experience in the Title Insurance Industry preferred
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Technical Aptitude: Ability to learn technical tools and concepts quickly; strong skills in Microsoft Office Suite
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Ability to connect with teammates and actively builds a sense of community on Support and with other teams. Collaborates with manager and team on daily or weekly guidance on ticket workflows and prioritization
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Excellent verbal and written communication skills with a clear ability to communicate complex topics with simple language.
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Ability to maintain or exceed ticket and quality goals. High level of self-accountability and integrity for processes and metrics. Ability to understand and communicate technical aspects of enhancements and new requirements
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High attention to detail and ability to troubleshoot with limited information and a clear plan of action
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Retains knowledge, shows ability to partially solve issues independently, and asks questions to increase personal knowledge. Isn't afraid to do independent research on third party tools and systems to find answers
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Exciting News: We are excited to announce that Realogy is now Anywhere Real Estate Inc. It will take a few months for us to transition to our new brand. For more information about this change, please click here .
EEO Statement: EOE AA M/F/Vet/Disability
Compensation Range:
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