Technical Support Analyst

As a member of the Technical Support team, your main duties are to oversee the successful parsing of our clients’ property advertisements to the OnTheMarket website, deal with queries and complaints from those clients and the public users of OnTheMarket and to make sure that enquiries generated by those users reach our advertisers.

To enable our 12,000+ estate/letting agency clients to place and maintain their advertisements on the OnTheMarket website, they all have access to a secure website called OnTheMarket Expert, which allows them total control of their branch and property details, as well as facilities to produce reports and view statistics and enquiries. You need to champion this product and know it ‘inside out’, and additionally work with the product manager and the development team to spec improvements, test new features, enhancements and so on.

The estate/letting agency world relies heavily on technology and software and as such there are approximately 200 software providers to the industry. The majority of these products allow agents to manage all aspects of their business, including the uploading and maintaining of property advertisements on all the main portals. We have very good working relationships with nearly all of these software providers and receive data from them on a daily basis. Maintaining and strengthening these relationships and keeping up with enhancements to the data-feed formats is an integral part of the role.

Successful processing of the property advertisements received via OnTheMarket Expert and/or a third party software, will result in a listing being created on OnTheMarket.
The website goes through a constant release of new features and upgrades to keep up with changes in the market and advancements in technology, all of which you need to be abreast of and advise on.

To achieve the above, you will be required to:
Liaise with our clients (estate/letting agents) and their (third party) software providers in order to establish automated data connections, analyse the data quality and work toward clients’ requirements
Work collaboratively with internal and external technology teams whilst monitoring ticket management system
Analyse ongoing raw data received from feed providers and liaise with clients, suppliers, and developers to diagnose technical issues and implement solutions
Competently investigate queries raised by clients, consumers (users of the OnTheMarket site) and colleagues, and communicate resolutions clearly whilst managing expectations
Always uphold the highest standards of customer service
Proactively audit clients on site; review accounts identified with potential problems
Able to prioritise and manage work queue
Independently troubleshoot live service issues, maintain awareness of current solution functionality and its relationship to solution specific database tables, effectively communicate and document issue investigation, resolution, and provide support and knowledge transfer to fellow associates and clients
Any other duties as called upon, including dealing with ad-hoc work/projects, such as new product roll-outs

Skill, Experience and Qualifications desired:
Proficient in: Google apps (including Docs, Sheets, Drive, Chrome, and Gmail), Trello, Notepad++, Zoho CRM, and Zoho Support software
Knowledge of all major internet browsers, e.g. Internet Explorer, Edge, Chrome, Firefox and Safari
A working knowledge of data extraction, storage, manipulation, processing and analysis, and File Transfer Protocol (FTP)
Experience in support and diagnosis of internet protocols
Demonstrate an in-depth understanding of real estate industry
Client-focused professional who is skilled in building and maintaining relationships
Able to work effectively under pressure within a busy, fast-moving environment
Proactive problem-solver who works well in teams or autonomously, grasping concepts quickly and clearly
Able to make decisions independently throughout the problem solving process
Possess exceptional internal and external communication and negotiation skills
Must have excellent attention to detail, be self-motivated, organised, flexible and approachable
Strong written and verbal communication skills

Job Types: Full-time, Permanent

Salary: From £28,000.00 per year

Benefits:

• Work from home

Schedule:

• 8 hour shift

Work Location: Hybrid remote in London