Technical Support Representative

FBS is a 100% employee-owned, innovative real estate software company that has been leading the industry for over 45 years. Our team of owners is looking for someone who loves solving problems and helping our clients reach their goals. We understand our success is directly related to our clients' success, and we are dedicated to listening and providing solutions in a timely manner with a focus on their particular needs. We are looking for an energetic, confident individual who loves coming to work, getting things done, and making people happy every day with a flexible schedule. We pay competitively (and each employee-owner earns company stock as the company grows), have strong healthcare benefits, enjoy a professional yet casual, resource-rich working environment, and the freedom to be individuals who work together towards common goals. Please visit us at to learn more about FBS.

Our Support team of employee-owners is seeking someone with a passion for helping our customers achieve their goals using our Flexmls and Launch products. This person is willing to put themselves in the customer's shoes in order to help solve their problems and have compassion for the customer they are assisting. This candidate must have a flexible schedule, love coming to work and getting things done, while making people happy every day with an eager-to-learn attitude. Our office is located in Fargo, ND, and while we would prefer to see your smiling face every day in the office, working elsewhere within the United States is acceptable, provided you have stable high-speed internet and an up-to-date iOS or Android device.

If this is you, please submit your resume and cover letter to be considered for this position.


Essential Duties and Responsibilities:

• Provide customer support and technical issue resolution via phone, e-mail, and chat.
• Provide support to customers for our web-based products via Edge, Firefox, Chrome, and Safari.
• Provide support to customers via our app-based products on iOS and Android platforms.
• Support customers script-free by exercising good judgment regarding the urgency of their concerns or questions, through the use of effective problem resolution, recognition, and research methods.
• Identify and advise on operational issues involving conflicts with third-party software.
• Keep accurate records of customer interactions in HubSpot.
• Communicate and coordinate with internal departments to resolve customer issues primarily through Slack, Jira, or Email.
• Follow communication procedures, guidelines, and policies.
• Take ownership of customers' issues and follow through to resolution.

Qualifications:

• Excellent communication (oral and written), interpersonal, and organizational skills
• Proficiency in Internet-related applications such as e-mail clients and web browsers
• Ability to work independently or with a team to solve problems
• Effectively organize and manage workload, including multitasking and maintaining professionalism in stressful situations
• Ability to solve practical problems where limited standardization exists and interpret a variety of instruction sets
• Candidate should be available to work Monday-Friday, 8 am-9 pm (Central time) on varying shifts and be available on occasional Saturday shifts. No travel is required at this time.

Education and Experience:

• MLS or Real Estate industry experience preferred but not required
• Technical degree with customer-service experience preferred

Salary Range: $43,992 - $45,760 per year based on 2,080 hours