Product Support Specialist

About the Role

Key Responsibilities

• Collaborate with the Information Technology group, application development team, and key business stakeholders to resolve issues, provide product guidance, and support end users.
• Provide support to customers on issues related to features and help identify faults in existing features.
• Analyze existing training content and identify areas for improvement.
• Train and educate customers on existing and new system features.
• Create and maintain documentation, including user guides, release notes, training resources, videos, and user manuals.
• Implement solutions using built-in Microsoft Dynamics CRM tools and clearly document solutions for support and development teams.
• Assist with the testing of new product releases to identify issues, then report to the development team.
• Other duties as assigned.

Requirements

• 3-5 years of proven experience as a product support specialist or similar role.
• 2+ years' experience with Microsoft Dynamics CRM (2016 or later).
• Experience with both CRM 2016 and CRM Online is highly valued.
• 2+ years' experience designing course material for large, cross-functional software or similar topics.
• 2+ years' experience creating assessments to gauge learning retention and effectiveness.
• Hands-on experience with Learning Management Systems (LMS) and proficiency with at least one current LMS for designing online courses.
• Basic screen-capture, video recording, and editing abilities (record and edit screencasts for time and clarity).
• Basic knowledge of HTML (formatting, embedding digital content) and CSS (editing classes, applying styles).
• Ability to write clear and concise instructional material for lay users.
• Proficiency in Microsoft Excel and Word.
• Exceptional communication and interpersonal skills, with the ability to effectively engage and influence diverse stakeholders.
• Comfortable leading group discussions and training sessions both in person and remotely.

Nice to Have

• 2+ years' experience in a REALTOR® association.
• Intermediate HTML and CSS knowledge.
• Intermediate screen-capture, video recording, and editing abilities (including post-production voiceovers, graphic overlays, animation, and transitions).
• Non-Profit/Trade Association experience.

Qualifications

• Experience with Microsoft Dynamics CRM (2016 or later).
• Experience designing course material and assessments for software training.

Benefits & Perks

• Comprehensive health, dental, and vision insurance.
• Hybrid work schedule, in the office 3 days a week.