Senior Technical Support Representative (Remote)

ESSENTIAL FUNCTIONS

• Provide exceptional technical support to clients via various communication channels (phone, email, chat) by diagnosing and resolving complex technical issues related to our IDX platform and integrations
• Collaborate closely with Tier 1 and Tier 2 support teams to escalate and resolve issues that require in-depth technical expertise
• Conduct thorough research and investigation to identify root causes of technical problems and offer timely and effective solutions
• Assist clients in integrating and troubleshooting APIs, JavaScript, HTML, and CSS-related issues to ensure seamless integration of our services
• Utilize your expertise in Google Analytics to guide clients in setting up, interpreting, and optimizing their analytics data for better insights
• Advise clients on SEO best practices, including canonical URLs, indexing, and website optimization strategies to enhance their online visibility and search engine rankings
• Leverage your experience with the Wix website building platform to assist clients with website design, customization, and troubleshooting within the Wix environment
• Document and maintain detailed records of client interactions, technical issues, and solutions in our support database
• Collaborate with the development and product teams to communicate client feedback, suggest enhancements, and contribute to the continuous improvement of our products and services
• Stay up-to-date with industry trends, new technologies, and emerging best practices to ensure the highest level of technical expertise
• Other duties as assigned

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience)
• 4 - 7 years of experience in technical support or a related role, preferably within the IDX or real estate technology industry
• Proficiency in developer tools, with the ability to diagnose and troubleshoot technical issues related to APIs, JavaScript, HTML, and CSS
• In-depth understanding of Google Analytics and its implementation to gather insights and optimize website performance
• Knowledge of SEO best practices, including canonical URLs, indexing, and website optimization techniques
• Strong research and investigative skills to identify underlying technical problems and devise effective solutions
• Hands-on experience with the Wix website building platform, including design, customization, and troubleshooting
• Excellent communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical clients
• Exceptional problem-solving abilities and a customer-centric approach to providing technical support
• Strong organizational skills and attention to detail to accurately document interactions and solutions
• Ability to work independently as well as collaborate within a team-oriented environment
• Proven adaptability in fast-paced and ever-evolving technical landscapes

• Smart, inquisitive, and creative in troubleshooting and problem solving
• Friendly and patient when working with clients to ensure satisfactory resolutions
• Well versed in HTML, CSS, JavaScript, and WordPress
• Experience with PHP and enterprise Java a plus
• Detail oriented
• Able to remain calm under pressure and in the face of difficult customer demands
• Able to rapidly learn and document new products through self-directed training