JOB SUMMARY:

This position is responsible for assisting customers/subscribers with questions about MLS products and services via telephone, e-mail, and live-chat. Will provide support functions for internal MLS products and services specific to geographical location.

DUTIES & ESSENTIAL JOB FUNCTIONS:

• Respond to customer requests for assistance related to MLS systems and services through discussion and troubleshooting
• Provide appropriate instruction, support and follow up to resolve requests
• Document and update all case related activity in CRM system
• Train subscribers on products, services and key box system use and policy specific to geographical location
• Troubleshoot subscriber’s system/programs issues, utilizing screensharing as needed
• Prepare summary reports accounting for all office activity
• Suggest areas where training could help reduce the need for support on systems and services that are provided by Markt
• Secure and control all inventory to protect the integrity of the system and the assets of company
• Assist with testing planned system changes
• Provide assistance with monitoring for Subscriber compliance with MLS rules and policies
• Suggest changes that would improve the MLS system
• Suggest changes that would improve other software utilized by Markt
• Actively utilize Knowledge Base (KB) to locate answers to subscriber questions
• Contribute KB articles for review and inclusion in the KB system
• Assist in testing of new product/software releases

QUALIFICATIONS

• Three-years experience in customer service, preferably in a call-center environment
• Excellent computer skills including competency in Microsoft Office Suite and any Salesforce experience a plus.
• Knowledge of Internet applications and high-speed Internet access options
• Ability to work independently on assigned tasks as well as to accept direction on given assignments
• Ability to quickly develop and maintain a high level of knowledge of internal products and remain expert on current product knowledge.
• Strong customer-service orientation and commitment to insuring timely, quality solutions to customer issues.
• Ability to understand technical concepts and communicate them clearly to individuals with varied backgrounds and skill levels.
• Identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
• Demonstrates accuracy and thoroughness and monitors own work to ensure quality, presents numerical data effectively, and is able to read and interpret written information.
• Demonstrates excellent written and verbal communication skills. Listens effectively, transmits information accurately and understandably, and actively seeks feedback.
• Effectively presents and explains information to various group sizes and levels of knowledge.
• Prioritizes and plans work activities, uses time efficiently and develops realistic action plans.

This position offers a competitive salary and benefits package. If you are a motivated individual with a passion for providing exceptional customer service, we would love to hear from you.

Job Type: Full-time

Pay: From $22.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday
• Rotating weekends

Work setting:

• Remote

Application Question(s):

• Do you have any experience working with Salesforce?

Location:

• Arizona (Required)

Work Location: Remote