Builders Capital is looking for a Product Support Specialist to provide technical support for our proprietary software systems. In this role, you will be the primary point of contact for help desk requests from both internal employees and external clients, ensuring their experience aligns with our business policies and processes.
What You'll Do
- Manage and respond to help desk requests across various channels from internal employees and external clients.
- Assess and prioritize incoming requests based on urgency, time sensitivity, and cost implications.
- Escalate unresolved issues to appropriate support personnel or teams.
- Ensure compliance with Service Level Agreements (SLAs) for all incoming requests.
- Provide prompt initial responses and follow through on outstanding requests until resolution.
- Collect and report feedback from internal users and external clients to highlight product improvement opportunities.
- Analyze help desk trends to recommend enhancements to products or services.
- Build and maintain a comprehensive Knowledge Base documenting solutions and best practices.
- Offer clear, step-by-step guidance to users for resolving issues.
- Perform remote troubleshooting when necessary.
- Assist leadership with special projects and ad hoc tasks as assigned.
What We're Looking For
- PST Time Zone Working Hours Required.
- Detail-Oriented: Ensure all incoming ticket requests are processed and handled accurately.
- Team Player: Collaborative mindset, working with multiple teams to ensure smooth operations and loan progression.
- Proactive: Take initiative and work independently to solve complex loan scenarios and improve workflows.
- Adaptability: Take on additional responsibilities as needed, with job duties subject to change.
Benefits & Compensation
- Innovative Environment: Access to technology and resources in construction finance.
- Work Flexibility: Flexible work environment balancing team leadership with personal life.
- National Impact: Part of a nationwide operation shaping construction financing.
- Health Insurance: 100% of medical insurance premiums paid, offering PPO and HSA plans.
- Health Savings Account (HSA): Company contributes annually into HSA account.
- Competitive Compensation: Competitive wages.
- Paid Time Off: 3 weeks of paid time off each year.
- Paid Holidays: 10 paid holidays throughout the year.
Work Mode
This is an on-site position located in Puyallup, Washington.
Builders Capital is an Equal Opportunity Employer.
