Technical Support London, England
Job description
Technical Support Analyst – Full Job Description
Day-to-day Duties and Responsibilities:
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.com website, deal with queries and
complaints from those clients and the public users of OnTheMarket.com and to make sure that
enquiries generated by those users reach our advertisers.
To enable our clients to place and maintain their advertisements on the OnTheMarket.com 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 engineering 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.com. 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 case
management system
● Analyse ongoing raw data received from feed providers and liaise with clients, suppliers, and
developers to diagnose technical issues and implement solutions
● Create unique FTP accounts allowing bulk load of all or part of property system onto the
company database, and subsequently the website
● Rigorously test uploaded data to ensure that it complies with industry standard specifications
● Proactively audit clients on site; reviews 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
● Examine and maintain flow of data; arrange test plans for new systems and evaluate
performance accordingly
● Assess the possible impact of emerging technologies, technical fixes and product
enhancements to clients and manage their expectations
● 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), JIRA,
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 skill
Job Types: Full-time, Permanent
Salary: From £28,000.00 per year
Benefits:
- Work from home
Schedule:
- Monday to Friday
- No weekends
Experience:
- Technical Support Occupations: 1 year (preferred)
Work Location: Hybrid remote in London
