Technical Helpdesk Analyst

Soft Pro is seeking a well-rounded Technical Helpdesk Analyst to join our talented and passionate Customer Solutions team. This position is located in our Raleigh, NC office with a hybrid (office/home) weekly schedule. Remote candidates will also be considered with an appropriate amount of experience. Work hours are 10am - 7pm ET, Monday - Friday
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• Provide technical remote support for all Soft Pro applications and utilities to resolve outstanding issues.
• Provide high customer service to each customer you work with.
• Accurately document all customer issues, resolution steps, and gather feedback in support tracking software.
• Ability to handle several priorities and manage knowledge of multiple products and their features.
• Provide technical consultations, installations, and upgrades on our suite of products and products in development.
• Communicate implementation or configuration issues to the Business Services Group and R&D Team.
• Maintain knowledge of current and emerging computing technologies.
• Perform other duties as assigned
• Participate in regular continuing education to maintain and grow skillset.

• Excellent communication, organization, and interpersonal skills.
• Strong problem solving, troubleshooting, analysis and testing skills including, Client-Server-Database Applications, Windows Server 2016 and later, and SQL Server 2016 and later (Admin Accounts and Permissions, SSMS and Sentry One, Performance troubleshooting, Writing and running SQL queries)
• User management and Authentication (Active Directory)
• Desktop Operating Systems (Windows 11)
• Cloud and On-Prem server environments
• Terminal server technologies
• Modern Microsoft Office Suites including Office 365
• Experience with remote desktop control solutions (Beyond Trust, Web Ex)
• Windows logging tools and Event Viewer log analysis
• Experience and/or support knowledge of LAN/WAN devices and network troubleshooting
• Plugin integration troubleshooting
• The ideal candidate will have a great attitude and feel comfortable working in a dynamic and fast-paced team environment.
• 2 years of previous Customer Service experience with consistently high ratings.
• The ability to meet and exceed Key Performance Indicators.
• A desire and the ability to seek out resolutions without prompting.
• Work effectively in a team environment contributing to the overall growth of the entire team.
• Demonstrate attention to detail, exhibit concise written and verbal communication skills, have strong organizational skills.
• Evening and Weekend availability as needed for rotational on-call calendar.

• Be part of a supportive, fun team that values innovation and collaboration.
• Enjoy opportunities for professional growth and continuous learning.
• Make a real difference by helping customers succeed with tools that power the real estate industry.

Join a team that values innovation, collaboration, and excellence. Apply today and discover why Soft Pro is consistently recognized as one of the Best Places to Work!