Customer Care Representative (CCR)

The CCR serves as a front-line Technical Support professional responsible for providing timely, accurate assistance to members via phone, email, and LiveChat. This role focuses on troubleshooting product, system access, browser, device, and basic software issues related to FMLS products and services; documenting support interactions; resolving issues at first contact whenever possible; and escalating complex or recurring technical problems through the appropriate support channels. Responsibilities Provide first-level technical support to members by phone, email, and LiveChat, resolving access, navigation, browser, and product-related issues in a professional and timely manner. Troubleshoot software, login, password, account, and basic device compatibility issues using standard diagnostic steps and approved support resources. Document all member interactions, troubleshooting steps, resolutions, and follow-up actions thoroughly in the ticketing or call tracking system. Maintain ownership of support cases from initial contact through resolution or escalation, ensuring members receive accurate updates and appropriate follow-up. Escalate unresolved, complex, or system-wide issues to senior support staff, Product Champions, or management with complete and accurate case details. Identify trends, recurring technical issues, and potential product defects, and communicate findings to the appropriate internal teams for review and resolution. Assist members with basic product guidance and how-to support, while directing them to formal training resources when more in-depth instruction is needed. Support service level expectations by remaining available during scheduled support hours, managing assigned queues, and prioritizing cases based on urgency and impact. Contribute continuous improvement by recommending process enhancements, knowledge base updates, and supporting documentation improvements. Other Essential Job Functions & Skills Strong technical troubleshooting skills with the ability to diagnose and resolve common software, browser, login, and account-related issues. Working knowledge of Windows, Mac, mobile devices, tablets, and mainstream web browsers including Edge, Chrome, Firefox, and Safari. Experience using ticketing, call tracking, or case management systems to document incidents and manage follow-up actions. Ability to explain technical concepts clearly to non-technical users and provide step-by-step guidance in a customer-friendly manner. Strong attention to detail and commitment to accurate case documentation, issue reproduction, and resolution tracking. Ability to manage multiple support requests simultaneously while maintaining professionalism, responsiveness, and quality of service. Ability to work independently, follow escalation procedures, and adapt quickly to changing technologies, products, and support priorities. Basic knowledge of PC and browser maintenance, including clearing cache and cookies, updating browsers, and identifying environment-related issues. Customer-focused mindset with strong communication, patience, and problem-solving skills in a high-volume support environment. Ability to work independently and collaboratively in a team environment. Job Requirements Associate’s degree, Bachelor’s degree, or equivalent technical training preferred. Minimum of one (1) year of professional experience in a technical support, customer support, or help desk environment required. Relevant experience may include roles such as Help Desk Technician, Technical Support Representative, Service Desk Analyst, IT Support Specialist, or similar positions. Preferred Qualifications Prior experience providing technical support in a help desk, service desk, call center, or other high-volume support environment preferred. Experience supporting users with software applications, account access, password resets, browser troubleshooting, and general system navigation, along with familiarity with ticketing, incident tracking, or case management systems preferred. Demonstrated ability to communicate technical information clearly and professionally to non-technical users while delivering responsive, customer-focused service preferred. Real estate industry experience preferred, including familiarity with MLS platforms, real estate technology tools, or support needs common to real estate professionals. #J-18808-Ljbffr Fmls