Technical Support Analyst

Lincoln Property Company•Dallas, TX

9h•Hybrid

About The Position

The Technical Support Agent is responsible for providing first-line technical support to customers using WorkSpace, a property and facility work order management system. This role involves responding to support tickets, researching issues, creating and managing property data within the platform, and ensuring prompt and efficient customer service. The role will begin in office with the opportunity to transition to a hybrid/remote position after 90 days. This role is crucial in ensuring that customers have a positive experience with WorkSpace by providing quick, efficient, and effective technical support.

Requirements

Bachelor’s degree in related field
2 years of experience in technical support, software administration, or IT helpdesk roles
Strong understanding of user access management and permissions
Ability to analyze and resolve import errors and software configuration issues
Excellent communication skills, both written and verbal
Strong attention to detail and ability to follow procedures
Ability to work independently and collaboratively in a fast-paced environment

Nice To Haves

Experience working with property management or facility management software is a plus
Basic knowledge of accounting workflows (preferred but not required)

Responsibilities

Respond to customer support tickets in a timely and efficient manner.
Provide clear, concise, and friendly support to resolve customer issues.
Use problem-solving techniques to diagnose and resolve technical issues.
Reach out to customers via phone and host web conferences as needed.
Check active tickets daily, for updates, and resolve as appropriate.
Create and build out new properties on the WorkSpace platform as requested by customers.
Maintain accurate and up-to-date records of properties and facilities within the system.
Periodically review Customer Support Center articles and update as needed.
Check and respond to emails regularly throughout the workday.
Maintain open communication with customers to provide updates on their support tickets.
Communicate in a timely manner with supervisor and other team members.
Attend and participate in-person and online company meetings.
Be available to work from 8 AM to 5 PM in the assigned time zone.
Ensure consistent availability to handle customer inquiries and support requests during working hours.
Prioritize and manage multiple support tickets simultaneously.
Utilize time management skills to ensure timely resolution of customer issues.
Document all customer interactions and technical issues in the ticketing system.
Identify and update tickets requiring escalation within the ticketing system.
Provide regular reports on support ticket status and resolutions to management.
Identify areas for improvement in the support process and provide feedback to the team.
Stay updated on new features and updates to the WorkSpace platform.