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Customer Success and Application Support Specialist

2 months ago

Washington, United States The Fannie Mae Full time
Position Overview

The Customer Success and Application Support Specialist role is designed to provide a dynamic work environment where you can contribute to enhancing the user experience for Fannie Mae's innovative products. This full-time hybrid position allows you to balance your professional responsibilities with personal flexibility.

Key Responsibilities
  • Deliver technical assistance and business process support to both internal and external users of Fannie Mae's Collateral Risk Management solutions, including troubleshooting and addressing inquiries.
  • Serve as a subject matter expert on Collateral Risk Management offerings, ensuring you remain informed about new features and improvements.
  • Prepare comprehensive and organized documentation for each deployment.
  • Create and maintain Product Management resources, user manuals, and other documentation to facilitate training and user engagement.
  • Evaluate support requests to pinpoint areas for product enhancement and improvement.
  • Oversee communications regarding issues, system downtimes, and their impacts.
  • Manage dashboards and reporting metrics related to Collateral Risk Management Application Support inquiries, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs).

Qualifications
Minimum Required Experience:
  • At least 2 years of relevant experience in a similar role.
  • Exceptional communication and interpersonal skills, capable of conveying technical information to non-technical audiences.
  • Detail-oriented with strong analytical and problem-solving skills.
  • Able to work both independently and collaboratively in a fast-paced setting.
  • Experience in conducting training sessions or presentations is advantageous.
  • Proficient in Excel.
  • Experience in leading meetings and presenting project updates.
  • Strong organizational skills and meticulous attention to detail.

Desired Experience:
  • Bachelor's degree in a relevant discipline (e.g., Computer Science, Information Technology) or equivalent professional experience.
  • Prior experience in a technical support capacity.
  • Familiarity with regulatory standards and requirements is a plus.
  • In-depth understanding of software development and deployment processes.
  • Experience in agile project delivery methodologies.
  • Proven ability to master complex software systems.

Join Us

At Fannie Mae, we are dedicated to creating a diverse and inclusive workplace. We welcome all qualified applicants and provide equal employment opportunities without regard to race, religion, national origin, gender, gender identity, sexual orientation, personal appearance, protected veteran status, disability, age, or any other legally protected status.