Resware Help Desk Technician II

Williston Enterprise Solutions & Technology (west) is seeking a full time Resware Help Desk Technician to join their team.  This position serves as the first point of contact for customers seeking technical assistance over the phone or e-mail. The successful candidate will have excellent oral and written communication skills and is good at problem solving. Remote candidates will be considered.

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on ResWare and integrated products or services
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures
  • Be the point of contact for next tier resolution escalated by Help Desk Technician I
  • Resolve user issues that are complex in nature
Qualifications and Education Requirements:
  • Minimum of 5 years experience in title and escrow
  • Two or more years in a customer service oriented role is preferred
  • Previous ResWare experience is preferred
  • Excellent communication and problem solving skills
  • Customer service oriented with an exceptionally high attention to detail who can excel in a team environment
  • Ability to develop and/or assess training materials that will help employees understand the subject matters being taught
  • Ability to motivate and train large groups of employees
  • Understand the needs of employees, and judge what training methods will work
Preferred Skills:
  • College degree
  • Experience on other title and escrow software platforms

If you have the background and integrity we require and are looking for a challenging opportunity, we hope you will consider employment with west. west provides an outstanding total compensation package to eligible employee’s including medical, dental, vision, and life insurance plans.

west is an equal opportunity employer

To apply please send resume, cover letter and salary requirements to

NO Phone calls please.

Recruiters, staffing and placement agencies please do not call.