Technical Support Specialist

Compass Inc

Nashville, TN, United States

about 1 month ago

Role details

Contract type

Temporary to permanent

Employment type

Full-time (> 32 hours)

Experience level

Starter

Experience required

1 year minimum

Working hours

Regular working hours

Job source

www.careerjet.com

Tech stack

Apple IOS Apple Mac Systems Computer Networks Dynamic Host Configuration Protocol Domain Name System (DNS) Electronic Signatures Issue Tracking Systems Virtual Private Networks (VPN) Key Management Network Troubleshooting Microsoft Office Google Street View

+5 more

Wi-Fi Technology Connectivity Problems Gsuite DocuSign User Accounts

Job description

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., * 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

Requirements

1-3 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