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Product Support Specialist I
2 months 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 testing and documentation, as well as providing essential daily operational support to ensure high-quality output from the department and a positive experience for both internal and external customers.
Core Responsibilities:
- Effectively prioritize and manage assigned support requests while meeting departmental service level expectations;
- Accurately document all support inquiries using internal tracking systems;
- Adhere to departmental protocols for issue escalation and triage;
- Identify and report any product or service-related issues and failures;
- Contribute to the department's knowledge base, including workflow templates, task checklists, and FAQs;
- Develop instructional communications and announcements regarding new features, configurations, and usage guidelines;
- Assist in the creation and upkeep of the team’s User Acceptance Testing (UAT) environment, datasets, and reference materials;
- Maintain a constructive attitude and serve as an advocate for customers during product issue resolution;
- Engage in special projects as requested by management.
Essential Qualifications:
- An associate degree in a computer-related field or equivalent professional experience;
- 1-2 years of experience in a mortgage product, loan servicing, software, or technical customer support role;
- Excellent written and verbal communication abilities;
- Self-motivated with the capacity to prioritize tasks and manage time effectively in a dynamic environment;
- Proficiency in Microsoft Office applications;
- Experience in product implementation, design, or user training;
- Background in technical writing and documentation;
- Willingness to travel occasionally;
- Availability for some evenings and weekends for scheduled UAT activities.
Work Environment:
The role is situated in a standard office setting with minimal exposure to dust, noise, and temperature fluctuations. Extended periods of viewing multiple screens may be necessary.
Supervisory Duties: This position does not include supervisory responsibilities.
Licensing or Certification: No specific licensing or certification is required.
If you are interested in being part of a dynamic team and contributing significantly to product operations, consider the Product Support Specialist I position at 5H2 Hub International Midwest Limited. Join a dedicated team committed to delivering exceptional products and services while ensuring a positive customer experience.
