Technical Support Specialist

You're a natural troubleshooter who genuinely enjoys helping people work through a problem, whether that's over the phone, over email, or side-by-side during a training session. You've got a foundation in real estate — maybe REO, rental management, loss mitigation, acquisitions, or short sales — and you're comfortable navigating Excel and Word without a second thought.

You don't just close tickets; you notice patterns in them, and you're the kind of person who turns "this keeps happening" into a real recommendation for how to fix it. You manage your time well, know when to solve something yourself and when to loop in the right person, and you communicate clearly with clients, management, and developers alike. You're self-motivated, quick to pick up new systems, and comfortable working independently in a remote, fast-moving environment.

What You'll Do:

• Serve as the primary technical support contact for clients, outsourcers, agents, and other end users of the Pyramid Platform and Red Bell infrastructure
• Troubleshoot and resolve inbound technical issues and inquiries received via phone and email, meeting established SLA and quality standards
• Provide onboarding and ongoing training to new and existing users on platform functionality and best practices
• Proactively analyze support ticket trends to identify recurring issues and recommend system or process optimizations that reduce future ticket volume
• Propose new features and platform enhancements based on client feedback and observed usage patterns
• Communicate directly with clients and end users to gather and clarify requirements
• Collaborate with the development team to ensure business and client requirements are accurately understood and met
• Test new features and enhancements for quality and functionality prior to release to production
• Contribute to and maintain internal and client-facing knowledge base content
• Other duties as assigned

Qualifications:

• Proficiency in Microsoft Excel and Word
• Real estate background required
• Experience in REO, Rental Management, Loss Mitigation, Real Estate Acquisition, or Short Sales strongly preferred
• Prior experience in a technical support, help desk, or client support role preferred
• Excellent organizational, time management, and prioritization skills
• Ability to effectively communicate with management, clients, and technical staff
• Self-motivated and willing to learn new systems and skills
• Ability to work independently with minimal supervision, while recognizing when to escalate
• Excellent verbal, written, and interpersonal skills
• Ability to analyze recurring issues and translate findings into actionable recommendations