Senior Product Support Analyst
📋 Role Overview & Responsibilities
Position SummaryThe Product Lead assists the Director of Product Management in managing the workflows of the Product Department while also providing support for large-scale data initiatives and member-facing products. Responsibilities· Assign, monitor, and evaluate escalated Product Management tickets and cases. · Track bug reports and provide updates on relevant releases.· Communicate with vendors and represent the Product Department on escalated cases.· Own all Data Services Department tasks, including:-- Evaluation and approval/rejection of new third-party vendor data requests-- Managing current RETS and Web API feeds-- Coordinate transition of all third-party vendors from RETS to Web API-- Collaborate with the Data Integrity department to investigate possible vendor compliance violations.· Assist the Director of Product Management in large-scale data initiatives including data shares, conversions, RESO certifications, etc.· Serve as Product Expert for assigned large-scale/member-facing and internal products.· Analyze product usage to identify potential issues or opportunities for innovation.· Collaborate with Technology and Engineering teams on data mapping, internal membership API updates, and technical projects. · Spearhead launch of new product offerings or updates, ensuring all departments are up to date on relevant details and support questions. · Evaluate new product offerings and provide feedback on potential partnerships as needed.· Participate in relevant industry workgroups and events (RESO workgroups, CMLS, etc.). · Other duties as assigned by the Director of Product Management. Other Essential Job Functions & Skills:· Analyzing complex problems and bringing solutions to the team· Cross-departmental collaboration· Technical understanding of how data flows in MLS systems· Proactive attitude to anticipate potential bugs or problems before they arise.Job requirements: · Bachelor’s degree in computer science; engineering or related.· Exceptional analytical skills.· Min 5+ years’ experience working with technology-focused teams in PropTech, MLS/Association Services, or Mortgage.· Experience working with industry-standard data feeds (RETS, API, etc.), including configuring, querying, mapping, etc.· Data Analytics: Experience with SQL, Excel, Access, etc.· Product Expert: Evaluate new features or tools to proactively identify potential disruptors in user workflow. · Experience with vendor management/relations.
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This position is located in Sandy Springs, GA with potential relocation and sponsorship assistance depending on candidate qualifications.
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