Position Summary:

The National Association of REALTORS® is seeking a talented Product Support Specialist to join our dynamic team. In this role, you will lead user training initiatives and support the ongoing transformation and modernization of our Microsoft Dynamics CRM solution, Membership system, and Ecommerce platform. We are looking for someone with a strong understanding of the REALTOR Association landscape, hands-on experience supporting multiple integrated platforms, and a passion for creating clear, accessible instructional materials for end users.

Duties and 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. 

Qualifications:

• 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.

Preferred Qualifications: 

• 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 preferred.

Compensation: $75,000- $90,000 
NAR provides comprehensive benefits including health/dental/vision insurance.
NAR is on a hybrid schedule, in the office 3 days a week. 

Organizational Overview:

The National Association of REALTORS® (NAR) is a team of professionals dedicated to providing world-class service to approximately 1.5 million REALTORS® working in the United States and around the world. The real estate industry is fast-paced and fast-changing--each year, our members participate in the sale, lease, and management of real estate. As in every industry, our members’ value proposition is constantly being challenged by innovation.

It is our mission to empower REALTORS® as they preserve, protect and advance the right to real property for all. We cannot do that without the ideas, passion, and commitment from our talented employees. As our greatest assets, employees are offered their pick of competitive benefits/perks and flexible work options.