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Product Support Specialist

1 month ago

Irving, Texas, United States HUB International Full time
Job Summary

We are seeking a highly skilled Product Support Specialist to join our team at HUB International. As a key member of our support team, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities:

  • Assist clients with product implementation and change management feature setup, testing, and documentation.
  • Provide daily product operations support, including general office administrative duties.
  • Prioritize and manage assigned support tickets while adhering to department service level standards.
  • Document all support issues using internal tracking tools.
  • Follow department processes for issue escalation and triage.
  • Report on any identified product and service problems and failures.
  • Contribute to the department's Book of Knowledge, workflow templates, task checklists, and FAQs.
  • Create relevant instructional communications and announcements for new features, configuration, and usage.
  • Assist in creating and maintaining team UAT environment, datasets, and reference materials.
  • Maintain a positive attitude and customer-advocate through product-issue resolution.
  • Participate in special projects as requested by management.

Requirements:

  • Associates degree (ideally in a computer-related discipline) or equivalent work experience.
  • Minimum 1-2 years of experience in a mortgage product/loan servicing/software or other technical customer support role.
  • Strong written and verbal communication skills.
  • Ability to prioritize and time-manage while working in a fast-paced environment.
  • Familiarity with Microsoft Office (Excel, Outlook, Word, Access), Intermediate+ Excel and/or Access skills are a plus.
  • Experience in product implementation/design or training end-users in software products is a plus.
  • Technical writing/documentation experience is a plus.

Working Conditions:

This role will be based in a normal office environment with little exposure to dust, noise, temperature, and the like. Extended viewing of multiple CRT screens simultaneously may be required.

Equal Opportunity Employer:

HUB International Limited is an equal opportunity and affirmative action employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran's status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.