Customer Support Technician
Move, Inc. - Morgantown, WV

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ListHub, a product and division of Move, Inc. is currently integrated with over 90% of the Multiple Listing Service systems in the real estate vertical, serving over 30,000 brokers representing over 4.0M listings. ListHub works with each of its broker partners to distribute, track, and enhance their listing inventory on over 90 real estate marketing and back-end systems. Threewide’s largest Internet marketing partners include Yahoo, Zillow, Trulia, AOL and many more. ListHub facilitates the repurposing of hundreds of gigabits of real estate data every day.

We have an opportunity for an enthusiastic and efficient Customer Support Technician to join the ListHub Support team. The candidate must possess a strong attention to detail with exceptional problem solving skills, along with and ability to multi task in a fast paced, constantly changed environment. In order to be a strong candidate, you must have a willingness to learn ListHub’s technology and be committed to providing excellent customer service on a daily basis. The candidate must have strong verbal and written communication skills and interacts well with other employees.

Quality – To be successful in this position, the candidate must have a commitment to quality in everything they do. This means continuous improvement of activities and processes. In order to do so, the candidate must show an ability to drive to root cause and resolve issues related to that cause.

Duties and Responsibilities:
  • Responsible for assisting all customers with their questions about any of the ListHub supported software and computing platforms to the best of his/her ability
  • Investigate, identify, troubleshoot and solve technical issues for ListHub internal and external customers
  • Handle all escalated cases and support requests that are entered into the CRM system (NetSuite)
  • Maintain customers’ accounts and promote various products and services
  • Respond to email and phone call requests in a prompt, professional and friendly manner
  • Quality assurance testing of all new account setups
  • Monitor and track daily system health reports and escalations
  • Consult with the ListHub support team and Engineering regarding problem escalation and resolution with critical situations and accounts
  • Documents, tracks, and monitors the problem to ensure a timely resolution
  • Create process and procedural documentation
  • Test firmware and software for Engineering
  • Perform administrative duties as needed
Education, Skills and Experience:
  • Professional phone manner
  • Excellent written and verbal communication skills. Ability to estimate, schedule and complete tasks in a timely manner
  • Excellent deductive reasoning and troubleshooting skills
  • Prioritize work to best meet departmental goals
  • Ability to respond to frequent demands from multiple customers
  • Bachelor’s degree in technical/scientific discipline or equivalent experience
  • 1-3 years of technical support experience

Move, Inc. - 23 months ago - save job
About this company
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Move, Inc., a subsidiary of News Corp, is a leading provider of online real estate services and operates the Move network of real estate...