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Product Support Specialist

2 months ago

Houston, Texas, United States finboa Full time
Job Description

**About the Role**

We are seeking a highly skilled and customer-focused individual to join our team as a Product Support Representative. As a key member of our support team, you will play a crucial role in ensuring the satisfaction and success of our clients by providing exceptional support and assistance.

Key Responsibilities:

  • Client Support: Serve as the primary point of contact for client inquiries and technical support issues, providing prompt and courteous assistance to clients, addressing their questions, concerns, and technical issues effectively and efficiently.
  • Troubleshooting: Troubleshoot software-related problems and escalate complex issues to the appropriate internal teams for resolution.
  • Collaboration: Collaborate with other departments, including Implementation, Account Management, Development, and Product, to ensure timely resolution of client issues and deliver high-quality support.
  • Documentation: Document client interactions, issues, and resolutions in our ticketing system to maintain accurate records and track client support history.
  • Knowledge Base: Assist in the development and maintenance of support documentation, training materials, and knowledge base articles to empower clients and improve self-service options.

Requirements:

  • Experience: Previous experience in customer support, technical support, or a related field is desirable.
  • Communication Skills: Strong communication skills, both verbal and written, with the ability to effectively convey technical information to non-technical users.
  • Problem-Solving Abilities: Excellent problem-solving abilities and attention to detail.
  • Task Management: Ability to prioritize and manage multiple tasks in a fast-paced environment.
  • Technical Skills: Experience with Zendesk, Google Tools (Gmail, Docs, etc.) is strongly preferred. Experience with SQL is preferred.
  • Industry Knowledge: Experience in the banking or financial industry is preferred.
  • Education: Bachelor's degree in a related field is preferred.

About FINBOA

FINBOA is a leading innovator in digital process automation and regulatory compliance for banking institutions. We help banks and credit unions transform the back-office to optimize operational efficiency, compliance accuracy, and customer experience, while reducing costs and reputation risk.