Technology Support Representative Austin, TX

Technology Support Representative

Full Time • Austin, TX

What you’ll be called: Technology Support Representative

Where you’ll work: KWRI Headquarters—Austin, TX

Named Happiest Company to Work for 2018; one of the Best Places to Work in Austin, TX; and winner of the prestigious Training 125 award from Training Magazine in 2017, Keller Williams Realty International (KWRI) thrives within a creative and collaborative culture where being at the forefront of real estate is our primary goal.

What you’ll do:

Our ideal Technology Support Representative is self-motivated, fast-paced, with a proven track record for success. You have a positive attitude and are customer service minded, constantly seeking to ensure that customer needs are met. You have a strong work ethic and are proactive to solve problems and create new processes. As our Technology Support Representative, you are passionate about technology and looking for a challenging environment where you can grow.

Essential Duties and Responsibilities:

  • Manage Customer Contacts
    • Provide excellent customer service and technology support by phone and email to our agents.
    • Create and maintain customer relationships, managing issues and ensuring that customer problems are resolved within predefined timelines, and to the satisfaction of the customer.
    • Successfully take a minimum of 30 calls a day.
    • Maintain a 1 business day response time to all requests, and alert management to increased call volume, or repeat problems when needed.
    • Own the client relationship by escalating issues when required and then maintaining ownership of the ticket until resolution.
    • Display high levels of professionalism and empathy when interacting with your customers and with your fellow team members.
    • Ensure that all calls are properly categorized for reporting and analysis.
    • Strive toward first contact resolution while proactively decreasing call volume by providing callers with support resources and best practices.
  • Maintain Working Knowledge of all KW Systems
    • Acquire and maintain an advanced technical knowledge level to assist users in changing technical environments and applications.
    • Check systems at the start of each shift to ensure availability.
    • Seek out information on new applications or products before they are released.
    • Support fellow team members through Q&A to increase overall group knowledge and awareness.
    • Utilize training videos, support articles, and fellow team members to stay up to date on product advancements.
    • Use your knowledge to find the most efficient solutions while providing excellent customer support.
    • Maintain working knowledgebase for accuracy and consistency.

Minimum Qualifications:

  • Experience working in customer service or call center.
  • Able to provide verbal or written instructions and information in a clear and concise manner.
  • Emphasis on customer care and follow through.
  • Critical thinking skills with a desire to find the most efficient resolution possible.
  • Strong interest in learning about technology.

Preferred Qualifications:

  • Familiarity with Google Business Suite (Gmail, Drive, Hangouts) and MS Office (Word and Outlook).
  • Google Apps for Business—basic knowledge of how a Google account operates and how a user would configure it (ex: Client-Server, IMAP, POP3).
  • Understanding of desktop software and browser functionality.
  • Ability to diffuse escalated customers while showing empathy.
  • Proven habit of using service resources including the knowledgebase, outside resources (google), and fellow team members to increase knowledge and solve problems.

Who are we?

Keller Williams Realty Inc. is the largest real estate company by agent count across the globe. Founded in 1983, we pride ourselves on a unique, agent-centric culture emphasizing a profit sharing system which rewards our associates as stakeholders and partners. Keller Williams Realty International (KWRI), is the company’s corporate headquarters located in Austin, Texas. Here, through a focus on cutting edge technology, education, and products and services, we support our agents and associates to create careers worth having, businesses worth owning, lives worth living, experiences worth giving and legacies worth leaving. In this way we fulfill our vision to be the real estate company of choice.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Apply here.

* required fields


U.S. Equal Opportunity Employment Information (Completion is voluntary)

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Finding and serving the higher purpose of business is at the heart of the Keller Williams culture. Our dedication to our associates and their families extends far beyond the typical benefits package.

Your Voice Matters
Built on the philosophy that people matter most, our Employee Leadership Council (ELC) ensures that the voice of every KWRI team member is heard! ELC members vote on proposals and recommendations that enrich the lives and enhance the productivity of our KWRI team.
Financial Security & Wealth Building
We want to help you meet your financial goals! In addition to administering our 401(k) plan, Maxwell Locke & Ritter's team of experts are available for free financial portfolio counseling. Associates are also encouraged to take advantage of profit share and growth share, two monetary perks that are tied to recruiting agents to Keller Williams offices.
A Commitment to Education
KWRI places a high importance on employee growth through educational opportunities and encourages its associates to attend our training programs at no cost. We also offer tuition reimbursement to team members interested in expanding their skillset through outside education providers.
Dedicated to Our Community
KWRI is founded in Austin, based in Austin and dedicated to Austin! Each year, the corporate headquarters closes for RED Day, the company's global day of service that encourages volunteerism by its associates around the world. Short for Renew, Energize and Donate, RED Day shows Keller Williams' commitment to the cities and towns where associates live and work.
Health & Wellness
We are committed to creating balanced and healthy lifestyles. Our wellness manager leads training sessions in the office gym and helps associates with goal setting and accountability. Our team also has the opportunity to take advantage of our farm-to-work food delivery program, as well as weekly in-house massage, acupuncture, nutrition and chiropractic services.
The HEART Fund
KWRI goes to great lengths to ensure that our employees are financially secure but realize that unexpected tragedies are a reality of life. The HEART Fund is a program that provides financial assistance to employees for special needs such as medical expenses, major home or car repairs, airfare in times of family emergency, legal fees and funeral fees.