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Product Support Specialist I

2 months ago


Irving, Texas, United States 5H2 Hub International Midwest Limited Full time
Job Title: Product Support Specialist I at 5H2 Hub International Midwest Limited

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 modifications. This position is responsible for providing ongoing product operations support, which includes essential administrative tasks to ensure the effective delivery of products and services, ultimately fostering a high-quality output and a positive experience for both internal and external customers.

Core Responsibilities:

  • Manage and prioritize assigned support requests while complying with departmental service level agreements;
  • Accurately document all support inquiries using internal tracking systems;
  • Adhere to departmental protocols for issue escalation and resolution;
  • Identify and report any product or service-related issues and failures;
  • Contribute to the department's knowledge base, including workflow templates, task checklists, and frequently asked questions;
  • Develop instructional communications and announcements regarding new features, configurations, and usage guidelines;
  • Assist in the creation and upkeep of the User Acceptance Testing (UAT) environment, datasets, and reference materials;
  • Maintain a constructive attitude and act 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;
  • A self-motivated individual with strong prioritization and time management skills in a dynamic environment;
  • Proficiency in Microsoft Office applications;
  • Experience in product implementation, design, or user training;
  • Background in technical writing and 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. Extended periods of viewing multiple screens may be required.

Supervisory Duties: None

Licensing or Certification Requirements: None

If you are eager to be part of a dynamic team and contribute significantly to product operations, the Product Support Specialist I position at 5H2 Hub International Midwest Limited may be the right fit for you. Join our committed team focused on delivering exceptional products and services while ensuring a positive customer experience.