Product Support Specialist
Keller Williams Realty International
3 weeks ago
Serve as a subject matter expert on all KW technology, partnering closely with both the Product and Engineering teams to understand key functionality and product enhancements.
Create and conduct product trainings for other KWRI teams and schedule outbound training calls with consumers, when necessary.
Handle inbound questions, feedback and support issues received email, phone and social media for products in Labs and write Knowledgebase articles to proactively provide resources for users.
Analyze customer feedback to determine opportunities for improvement and translate requests to the Product team.
Address escalated calls as they come in, reporting bugs or glitches to the appropriate team and ensuring resolution and proper feedback with the customer.