Product Support

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Job description

100% REMOTE Product Support Position w/ Forbes Top 100 Fintech Company - Actively Interviewing!!



Description:

This company helps lenders maximize their digital agility. Their digital lending platform is used by Wells Fargo, U.S. Bank, and other leading financial institutions to increase customer acquisition, improve productivity, and accelerate the delivery of any banking product across every channel. They process more than $3.5 billion in mortgages and consumer loans daily, helping millions of consumers get into homes and gain access to the capital they need to lead better lives. They are growing their Support team to work closely with their customers to maintain fully functional, high-performing production environments. Support is a highly valued team because they will only be successful if their customers are successful. They are looking for an exceptional person to join this team - someone who regularly goes above and beyond to provide the best possible service and relevant solutions to their clients. If you join them, you'll be part of a highly capable, tightly knit Support team that is ridiculously good at providing world-class service.

How You'll Contribute:

Your daily tasks may include:

• Resolve Tier 1 and 2 incoming issues via email, chat and phone and occasional live troubleshooting sessions via zoom
• Translate technical speak and troubleshooting steps into approachable and appropriate layman's terms for internal and external stakeholders
• Proactively communicate expectations and deadlines with accuracy and care to keep internal and external stakeholders aligned
• Assist clients with urgent needs and help usher them to the best solutions across our platform and business
• Help translate customer feedback into specific product requirements to advocate internally for improvements
• Continuously build upon and improve personal product knowledge through independent research and collaboration

Once you're a product expert, you will have the opportunity to:

• Develop expertise in relevant product areas in order to troubleshoot a diverse range of customer issues
• Become a Subject Matter Expert by learning the technologies through internal and external opportunities and self-study
• Assist with Premier Support - develop in-depth knowledge of a specific client's technical environment, business objectives, goals and support challenges by leading weekly stakeholder meetings
• Learn and develop highly technical skills related to Postman APIs and SAML SSO issues
• Act as an escalation point for customers and escalate key issues internally for resolution
• Author knowledge base articles for internal and external use
• Work on various cross-departmental projects

Who you are:

• A detailed, organized and results-oriented mindset
• Excellent communication and soft skills in various mediums and audiences
• Ability to understand and troubleshoot complex issues to find root cause and a variety of potential solutions
• Experience with a support ticketing system - Zendesk or Salesforce is preferred
• Experience articulating technical solutions and how they can solve client business problems to both technical and non-technical audiences.
• Ability to act in a timely and sensitive manner to all customer inquiries
• Ability to think outside of the box and find creative ways to solve problems
• A work style that's self-directed; you can work autonomously and as part of a team
• Flexibility - you can work weekends and holidays as needed based on business demands
• Ability to improvise and pivot plans rapidly when new information is being presented
• Experience testing and debugging issues prior to escalating to engineering and product
• Experience developing expertise in a maturing technical product that rapidly evolves
• A strong foundational sense of urgency and ability to prioritize effectively while managing tickets, meetings and projects
• Ability to communicate expectations proactively and appropriately to clients

Bonus Points!

• 1+ years' experience supporting an enterprise SaaS solution
• Bachelor's degree
• Prior experience at a fast-growing startup
• Experience building and running API calls
• Experience in relevant technical tools (Mode, Splunk, Postman)

Additional Info:

• 100% promote within culture
• Once converted to full time, company stock, equity and benefits included.

Interview Steps:

• Questionnaire
• Phone Screen
• Zoom Interview (meeting the team)

This company is an equal opportunity employer that values diversity, inclusion and belonging. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status disability status, or any other characteristic protected by law. We will consider for employment all qualified applicants with records in a manner consistent with applicable laws.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.