Job Openings

Roles & Responsibilities:

• Field client requests via ticketing system, email and/or phone
• Understand and interpret client requests accurately
• Enter and manage cases in support ticket system
• Identify repeat requests, perform root-cause analysis and recommend the appropriate solution to reduce repetitive requests
• Provide support for assigned software applications
• Proactively communicate updates of case status to internal and client stakeholders
• Ensure ticket resolution addresses client needs with the appropriate level of detail and within a reasonable timeframe
• Meet client SLA requirements for response time, resolution, and escalation as appropriate
• Monitor and escalate unresolvable tickets to management for appropriate handling
• Applies knowledge and best practices while serving as an advisor to the client
• Document and share best practices with internal team

Desired Candidate:

• Experience supporting enterprise level applications like ILM, BostonPost, or any Real Estate Business Applications
• Experience with Microsoft Office applications (Word, Excel, PowerPoint)
• Experience with MS SQL queries and relational databases is must
• Knowledge of real estate and/or financial industries is preferred
• Strong technical aptitude and work experience with technical applications and systems
• Excellent verbal and written communication skills that are modified to meet customer needs and level of expertise and sophistication