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. **

** The role is currently remote, but will become a hybrid model once return to office is enforced. **

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