Product Support Representative I
The Product Support Representative I provides in-depth product support to company clients by resolving incoming inquiries through phone and e-mail communication.
The representative administers the requirements to resolve and maintain client accounts and ensures that the quality and utilization of company software products satisfy client needs.
\*\* Must be legally authorized to work in the United States.
No C2C – Corp to Corp, No C2H, No 1099, No W9.
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\*\* The role is currently remote, but will become a hybrid model once return to office is enforced.
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Responsibilities:
* Maintains and fosters the relationship between the clients and the company by ensuring client satisfaction, maintaining client communication and problem-resolution
* Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters
* Troubleshoots problems with malfunctioning software applications and recommends corrective action
* Documents customer information and recurring technical issues to support product quality programs and product development
* Recreates client issues in a test environment, identifies/documents how applications and systems interact to support business processes
* Performs other related duties as assigned
Minimum Requirements:
* High school diploma or GED
* Requires 1+ years of product and/or application support, customer-facing experience in a call center, or other relevant work experience
Preferred Qualifications:
* Knowledge of technical financial services products, services, and capabilities
* Mortgage industry experience
* Experience in troubleshooting and triaging software applications
* UAT or other application testing experience
* Experience working in a client-facing role
* Strong analytical and problem-solving skills
* Excellent oral and written communication skills
* Strong documentation skills
Job Type: Full-time
Pay: $16.
20 - $19.
80 per hour
Expected hours: 40 per week
Benefits:
* Dental insurance
* Flexible schedule
* Health insurance
* Vision insurance
Experience level:
* 1 year
Shift:
* Day shift
Weekly day range:
* Monday to Friday
* No weekends
Work setting:
* Call center
* Hybrid work
* Office
Ability to Relocate:
* Leawood, KS 66211: Relocate before starting work (Required)
Work Location: Hybrid remote in Leawood, KS 66211
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