Product Support Specialist

As a Product Support Specialist, you will serve as a primary point of contact for SmartMLS subscribers by providing exceptional customer service and technical support for our MLS products and services. You will assist members through phone, email, live chat, and our ticketing system while troubleshooting technical issues, answering procedural questions, and ensuring a positive customer experience., * Deliver exceptional customer service by resolving subscriber questions and technical issues promptly and professionally.

• Provide technical support, troubleshooting, and guidance for SmartMLS platforms and related products.
• Respond to member inquiries through phone, email, live chat, and support tickets.
• Accurately document customer interactions and resolutions using the Zendesk ticketing platform.
• Route complex issues to the appropriate internal teams when necessary and follow through to resolution.
• Support members during billing cycles by answering account and billing-related questions.
• Understand and communicate SmartMLS Rules and Regulations clearly and consistently.
• Collect and communicate subscriber feedback and product enhancement requests to management.
• Collaborate with Billing, Compliance, and other internal teams to ensure timely resolution of member inquiries.
• Maintain current knowledge of SmartMLS products, services, policies, and industry updates.

If you are naturally curious, enjoy learning new software, and love helping customers succeed, we’d love to meet you.

This position is ideal for someone who enjoys working with people just as much as working with technology., The ideal candidate has strong technical aptitude, excellent communication skills, and enjoys helping others. Success in this role requires the ability to multitask, collaborate across departments, and maintain a high level of professionalism in a fast-paced environment., * Enjoys helping people

• Communicates clearly and professionally
• Learns new software quickly
• Can explain technology in simple, easy-to-understand terms
• Is organized and detail-oriented
• Remains calm while solving problems
• Enjoys working as part of a collaborative team
• Takes ownership of subscriber issues from start to finish, * Previous customer service and/or technical support experience.
• Excellent verbal and written communication skills.
• Strong troubleshooting and problem-solving abilities.
• Outstanding listening, interpersonal, and organizational skills.
• High attention to detail with the ability to prioritize multiple tasks.
• Comfortable learning and supporting multiple software applications.
• Proficiency with Microsoft Office (Word, Excel, Outlook), Windows 11, web browsers, Apple iOS, and Android devices.
• Familiarity with ticketing or customer support platforms (Zendesk experience is preferred).

Preferred

• Previous call center or help desk experience.
• Experience supporting SaaS or technology-based products.
• Familiarity with macOS.
• Experience working in real estate, MLS, or property technology is a plus but not required., Employment is contingent upon the successful completion of pre-employment assessments and a background check.

401(k), Health insurance, Paid time off, Vision insurance, Dental insurance, Life insurance Full-time Weekends as needed, Monday to Friday Milford, CT 06460, SmartMLS offers a competitive salary and comprehensive benefits package, including:

• 401(k)
• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Paid Time Off (PTO)

Work Schedule

• Full-time (37.5 hours per week)
• Monday through Friday
• One Saturday shift approximately every two months, * 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

At SmartMLS, we believe great support is about more than answering questions-it’s about creating exceptional experiences. We’re looking for a Product Support Specialist who enjoys solving problems, teaching others, and helping people get the most out of technology., SmartMLS is one of the nation’s largest Multiple Listing Services, representing more than 21,000 real estate professionals across all eight Connecticut counties. We are committed to delivering exceptional technology, support, and service that help our subscribers succeed.