Product Support Specialist I
1 week ago
General Overview: The Product Support Specialist I plays a crucial role in assisting Product Analysts and various stakeholders with the implementation of new clients and the management of feature changes. This position is responsible for providing ongoing product operations support, including administrative tasks that enhance product functionality and ensure the delivery of high-quality services, fostering a positive experience for both internal and external customers.
Key Duties:
- Manage and prioritize assigned support requests while meeting departmental service level expectations;
- Record all support inquiries using internal tracking systems;
- Adhere to departmental protocols for issue escalation and resolution;
- Identify and report on product and service challenges;
- Contribute to the department's knowledge base, including workflow templates and FAQs;
- Develop instructional materials and communications regarding new features and configurations;
- Assist in the establishment and upkeep of the team’s User Acceptance Testing (UAT) environment and reference documents;
- Maintain a positive demeanor and advocate for customers during product issue resolution;
- Engage in special projects as requested by management.
Minimum Qualifications:
- An associate degree in a computer-related field or equivalent professional experience;
- 1-2 years of experience in a technical customer support role within the mortgage or loan servicing industry;
- Excellent written and verbal communication abilities;
- Self-motivated with strong prioritization and time management skills in a dynamic environment;
- Proficiency in Microsoft Office applications;
- Experience in product implementation or training users;
- Background in technical writing or documentation;
- Occasional travel may be necessary;
- Availability for some evenings and weekends for scheduled UAT activities.
Work Environment:
This role is situated in a standard office setting with minimal exposure to dust, noise, and temperature fluctuations. Prolonged periods of viewing multiple screens may be required.
Supervisory Responsibilities: None
Licensing or Certification Requirements: None
If you are interested in contributing to a dynamic team and playing a vital role in product operations, consider the opportunity with 5H2 Hub International Midwest Limited. Join a dedicated team focused on delivering exceptional products and services while ensuring a positive customer experience.
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Product Support Specialist I
1 week ago
Irving, Texas, United States 5H2 Hub International Midwest Limited Full timeJob Title: Product Support Specialist I at 5H2 Hub International Midwest LimitedGeneral Overview: The Product Support Specialist I plays a crucial role in assisting Product Analysts and various stakeholders with the implementation of new clients and the management of feature modifications. This position is responsible for providing ongoing product operations...
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Product Support Specialist I
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Irving, Texas, United States 5H2 Hub International Midwest Limited Full timeJob Title: Product Support Specialist I at 5H2 Hub International Midwest LimitedGeneral Overview: The Product Support Specialist I plays a crucial role in assisting Product Analysts and various stakeholders with the implementation of new clients and the management of feature changes. This position involves testing and documentation, as well as providing...
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Product Support Specialist I
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Irving, Texas, United States 5H2 Hub International Midwest Limited Full timeJob Title: Product Support Specialist I at 5H2 Hub International Midwest LimitedGeneral Overview: The Product Support Specialist I plays a crucial role in assisting Product Analysts and various stakeholders with the implementation of new clients and the management of feature changes. This position is responsible for testing, documentation, and providing...
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