Product Support Analyst

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 the real estate industry or MLS systems is a plus