Entry-Level IT Support Specialist

Position Overview

We are seeking a detail-oriented and proactive individual to join our IT Support team as an Entry-Level IT Support Specialist. In this role, you will provide technical support for our software products, helping users troubleshoot issues, answer questions, and guide them through solutions to ensure a seamless experience. You'll be supporting both our internal and external end-users. This is a fantastic opportunity to start your career in IT Support and contribute to a growing team.

Key Responsibilities

• Provide first-level technical support to customers using our software products via phone, email, or chat – including support for SalesForce, Service Cloud, Microsoft 365 products, proprietary products, and mobile/tablet devices.
• Troubleshoot software issues and assist customers in resolving problems related to installation, functionality, and configuration.
• Educate customers on the software's features, best practices, and usage to ensure they get the most out of the product.
• Document customer inquiries, issues, and solutions in our Service Cloud environment via SalesForce.
• Collaborate with the development and technical teams to escalate complex issues that require advanced troubleshooting.
• Conduct follow-up with customers to ensure issues are fully resolved and provide additional assistance if needed.
• Assist with product installations, configurations, and training to ensure customers can utilize all features provided.
• Stay up-to-date with new product releases and updates to effectively assist customers with the latest software versions.

Required Qualifications

• High school diploma or equivalent (some college preferred).
• Basic understanding of software applications (experience with SalesForce and Office 365 is preferred), operating systems, and common troubleshooting techniques.
• Strong communication skills with the ability to explain technical concepts clearly and patiently to customers.
• Ability to learn quickly and adapt to new software tools and technologies.
• Strong problem-solving abilities and attention to detail.
• Basic knowledge of software installation, updates, and configuration (familiarity with Windows, Macs, iOS & Android devices is a plus).
• Excellent organizational skills and the ability to document technical issues accurately.
• A customer-centric attitude with a passion for helping others and ensuring their success.
• Ability to lift 40 Lbs.
• Ability to travel up to 10% of the year for company conventions.

Preferred Qualifications

• 3+ years of experience in customer service, technical support, or software support (internships or volunteer work in IT/software support are welcome).
• Familiarity with customer support software, ticketing systems, and live chat tools (experience with SalesForce, Microsoft Teams, and other Office 365 tools is preferred).

Benefits & Perks

• Competitive hourly wage
• 401k Compensation
• Health benefits (medical, dental, and vision)
• Paid time off and holidays
• Ongoing training in software support, customer service, and product knowledge
• A supportive and collaborative work environment

Company Description

HomeVestors of America, Inc., the We Buy Ugly Houses® people, is a real estate investment franchisor headquartered in Dallas, TX. HomeVestors trains and supports its franchisees in building businesses based on buying, rehabbing, selling, and holding residential properties. HomeVestors strives to make a positive impact in more than 170 markets nationwide.