Analyst, Product Support

Accountabilities:

Act as the primary liaison between internal teams and clients to facilitate software implementation, delivery, and deployment in production environments.
Receive, validate, investigate, and route software defects and technical issues to the appropriate internal teams for resolution.
Test internally developed applications to support project delivery, software maintenance, and ongoing product improvements.
Configure, set up, install, and upgrade applications according to client requirements and operational needs.
Deliver training sessions for client administrators, end users, and internal team members, both remotely and occasionally on-site.
Demonstrate new features, enhancements, custom configurations, and issue resolutions to clients and internal stakeholders.
Analyze business and technical requirements and prepare specifications covering findings, extensions, and enhancements.
Create and maintain supporting documentation, including user guides, release notes, configuration materials, and other technical resources.
Develop a strong understanding of internal applications and relevant business concepts to provide effective product support.
Travel nationally when required, with an expected travel commitment of up to 15%.
Requirements:
Associate degree or an equivalent combination of education and relevant professional experience.
0–2 years of relevant industry experience, ideally in an analyst, technical support, product support, or similar entry-level position.
Working knowledge of Microsoft SQL Server, internet browsers, and Microsoft Office applications.
Ability to quickly learn new technologies, develop technical skills, and apply new knowledge effectively.
Strong analytical and problem-solving abilities, with the capacity to gather information, investigate issues, and identify appropriate solutions.
Excellent customer service and communication skills, with the ability to interact professionally with clients and internal stakeholders.
Strong teamwork and collaboration skills, including the ability to manage disagreements constructively and contribute to shared objectives.
Adaptability and flexibility when managing changing priorities, competing demands, and evolving work environments.
Ability to follow instructions, respond positively to management guidance, and work independently when necessary.
Proactive attitude, initiative, and commitment to continuous learning and professional development.
Strong attention to detail, accuracy, and thoroughness when performing technical and administrative tasks.
Good business acumen and the ability to understand how technical solutions support broader business objectives.
Benefits:
Annual base salary: $55,000–$75,000, depending on qualifications, experience, skills, geographic location, and market conditions.
Potential eligibility for a discretionary performance-based bonus, subject to applicable program guidelines and approval.
Paid time off (PTO) and paid holidays.
Comprehensive healthcare coverage options, including medical, dental, and vision insurance.
Life insurance and disability insurance.
401(k) retirement savings plan.
Remote working arrangement, offering flexibility in work location.
Opportunities for professional development, technical training, and career growth within the real estate technology industry.
Exposure to innovative software solutions, client implementations, and cross-functional projects.
Occasional national travel opportunities, with travel expected to represent up to 15% of the role.