Job description
An MLS Support Specialist supports SmartMLS subscribers by providing excellent customer service and technical support for our products and services. Working as part of the Support Specialist team, you will answer questions about the Multiple Listing Service’s (MLS) products, services, and procedures via phone, email, and chat. Strong technical aptitude and troubleshooting skills are a must. Flexibility to work with our other teams during billing cycles and compliance related questions as needed. To be successful as a Support Specialist, you should have strong customer support skills, technical abilities, attention to detail, and enjoy working with people. This is a full-time (37.50 hours per week) position. Monday – Friday and one Saturday shift every 2 months.
SmartMLS represents over 21,000 real estate professionals and covers all eight Connecticut counties, making it among the top twenty largest multiple listing services in the country. We offer a competitive wage and generous benefits package (Health, Dental, Vision, 401K, Life). Employment is contingent on successful completion of pre-employment assessments and background check. This position will remain open until a qualified candidate is found. SmartMLS is an Equal Opportunity Employer.
Essential Duties and Responsibilities
A successful candidate should be able to deliver exceptional subscriber experiences and resolve inquiries and complaints in a friendly and efficient manner. They should have the ability to collaborate well with teammates, prioritize duties, and manage multiple tasks.
This role will be responsible for the following:
· Provide technical support, problem resolution and training on wide variety of MLS platforms, utilizing all resources and links available to the membership.
· Be efficient in live chat, support tickets, email, and maintain a professional phone presence. Routing and redirecting problems to the correct resource as needed.
· Provide support during billing cycles by answering billing questions and concerns regarding their account.
· Provide enhancement requests for platforms to upper management from agents and staff.
· Be proficient on SmartMLS’s Rules and Regulations (will train) and communicating that effectively to subscribers.
Required Skills and Experience:
· Customer Service experience and/or
· Technical Support experience.
· Past call center experience a plus.
· Excellent communication skills, both written and verbal.
· Good listening and interpersonal skills.
· Strong attention to detail and troubleshooting skills.
· Familiarity with collaboration apps like Slack, Zendesk and CRM(s) preferred.
· Windows 10, Apple iOS, Android, various web browsers, Microsoft Excel, Word,
and Outlook. (macOS a plus).
Job Type: Full-time
Benefits:
· 401(k)
· Dental insurance
· Health insurance
· Life insurance
· Paid time off
· Vision insurance
Schedule:
· Monday to Friday
· Weekend availability
Ability to commute/relocate: Reliably commute to Milford, CT or planning to relocate before starting work (Preferred)
Work Location: One location in Milford, CT. This is NOT a remote working position
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- Monday to Friday
- Weekend availability
Ability to commute/relocate:
- Milford, CT 06460: Reliably commute or planning to relocate before starting work (Required)
Work Location: One location
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