Support Specialist in Wauwatosa, Wisconsin at Multiple Listing Service, Inc. (DBA Metro MLS)

As a Support Specialist, you will play a key role in supporting MLS members by providing exceptional service and technical assistance related to MLS products, services, and systems. We are seeking a customer-focused, detail-oriented professional who enjoys problem-solving, troubleshooting technology, and helping members successfully navigate MLS tools and resources.

In this role, you will serve as a primary point of contact for members, responding to inquiries and resolving issues through phone, email, and live chat interactions. You will collaborate with internal teams to ensure members receive timely and accurate support while helping maintain the effectiveness and integrity of MLS products and services.

This role also includes participating in cross-training opportunities and providing support to various departments, as needed. This is a full-time, in-person position that includes a comprehensive benefits package.

Key Responsibilities

• Respond to member inquiries and requests for assistance related to MLS systems, products, and services through discussion, troubleshooting, and problem resolution via telephone, email, live chat interactions.

• Document, track, and maintain accurate records of all member interactions and case activity within the CRM system.

• Deliver training and guidance to members on MLS system, products, services, and policies.

• Troubleshoot software, system, and program issues and coordinate follow-up activities to ensure successful resolution.

• Collaborate with internal teams to support the implementation, testing, and enhancement of MLS systems and related software applications.

• Utilize and contribute to the Knowledge Base by researching solutions, documenting best practices, and developing support content for future use.

• Identify trends, recurring issues, and opportunities for additional training, process improvements, and system enhancements.

• Cross-train in various functions and assist different as business needs require or evolve.

Qualifications

• At least one (1) year of customer service experience, strong communication skills, both written and verbal.

• Excellent troubleshooting, problem-solving, and analytical abilities.

• Ability to manage multiple priorities, strong attention to detail and organizational skills.

• Experience working with CRM systems, software applications, and technical support tools.

• Ability to work independently while collaborating effectively with internal and external stakeholders.

• Experience in MLS operations, real estate technology, customer support, or related fields is preferred.

• Proficiency with Microsoft Office applications.