Product Support Technician I

General Description (SUMMARY, Scope, Purpose)

Assists Product Analysts and other stakeholders with new client implementation and change management feature setup, testing, and documentation. Provides daily product operations support, including general office administrative duties, to support product function and delivery to generate high-quality departmental output and enable a positive (internal and external) customer experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Prioritize and manage assigned support tickets while adhering to department service level standards.
• Document all support issues using internal tracking tools.
• Follow department processes for issue escalation and triage.
• Report on any identified product and service problems and failures.
• Contribute to department’s Book of Knowledge (“MSBOK”), workflow templates, task checklists, and FAQ’s.
• Create relevant instructional communications and announcements for new features, configuration and usage.
• Assist in creation and maintenance of team UAT environment, datasets, and reference materials.
• Maintain positive attitude and customer-advocate through product-issue resolution; and
• Participate in any special projects at management’s request.

The essential duties contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned by management, including work in other functional areas to cover absences, equalize peak work periods or otherwise to balance the workload.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Associates degree (ideally in computer related discipline) or equivalent work experience.
• Minimum 1-2 years in a mortgage product/loan servicing/software or other technical customer support role.
• Strong written and verbal communication skills.
• Must be a self-starter with ability to prioritize and time-manage while working in a fast-paced environment.
• Familiarity with Microsoft Office (Excel, Outlook, Word, Access), Intermediate+ Excel and/or Access skills are a plus.
• Experience in product implementation/design or training end-users in software products is a plus.
• Technical writing/documentation experience a plus.
• Limited travel may be required; and
• Some evenings and weekends may be required for scheduled UAT.
• Skills testing may be required prior to an interview
• No supervisory responsibilities.

Licensing or certification Requirements

None required

PHYSICAL DEMANDS:

Working Conditions

• Normal office environment with little exposure to dust, noise, temperature and the like.
• Extended viewing of multiple CRT screens simultaneously.

The physical and environmental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

QUALIFICATIONS

To perform this job successfully, the incumbent must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  These qualifications are considered without regard to race, religion, color, sex, national origin, disability, or any other characteristic protected by federal, state, and local law.  If this position requires licensing or certification, the incumbent must maintain that license or certification by meeting all continuing education and other requirements.

Department Account Management & ServiceRequired Experience: 1-2 years of relevant experienceRequired Travel: No Travel RequiredRequired Education: High school or equivalent

HUB International Limited is an equal opportunity and affirmative action employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran’s status, or any other characteristic protected by local, state or federal laws, rules or regulations. The EEO is the Law poster and its supplement is available here athttp://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm.

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