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Product Support Analyst
3 months ago
Position Summary
The Product Support Analyst is responsible for evaluating current FMLS products, identifying areas for improvement, and assisting with developing internal products to meet member needs.
Responsibilities
- Analyze and evaluate the performance of existing products to identify opportunities for improvement
- Monitor and track product performance metrics, and make data-driven recommendations for product improvements
- Provide training and support to internal teams and external customers on product features and functionality
- Serve as point of contact for third-party vendors and data share partners
- Manage escalated product support tickets from the Customer Support team
- Track tickets and enhancement requests in FMLS’ internal ticketing system
- Troubleshoot and resolve product-related issues in a timely and efficient manner
- Collaborate with internal teams and third-party vendors to identify and address bugs, enhancements, and new features
- Create and maintain knowledge base materials and resources for customers and internal teams as needed.
- Assist with product testing and quality assurance as needed.
Other Essential Job Functions & Skills:
· Assist in technical projects and implementations as needed.
· Represent FMLS in industry workgroups (RESO, CMLS, etc.)
· Performs other duties as assigned.
Job requirements:
· Bachelor’s degree in computer science, Information Technology, or related field
· 3+ years of experience in technical support or customer service roles
· Strong problem-solving and analytical skills
· Excellent communication and interpersonal skills
· Ability to work independently and as part of a team
· Familiarity with CRM systems and support ticketing software
· Knowledge of real estate industry or MLS systems a plus