Product Support Technician IIrving, TX

GENERAL FUNCTION: 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 & 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.

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.

SUPERVISORY RESPONSIBILITIES: None

LICENSING OR CERTIFICATION REQUIREMENTS: None

WORKING CONDITIONS:

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

Department Account Management & Service

Required Experience: 1-2 years of relevant experience

Required Travel: No Travel Required

Required Education: Associate degree (2-year degree)

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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Hi, we’re HUB.

In a rapidly changing world, we advise businesses and individuals on how to prepare for the unexpected.

When you partner with us, you're at the center of a vast network of experts who will help you reach your goals through risk services, claims management, and compliance support.

And this gives you the peace of mind that what matters most to you will be protected — through unrelenting advocacy and tailored insurance solutions that put you in control.

About HUB International

Headquartered in Chicago, Illinois, HUB International Limited (HUB) is a leading full-service global insurance broker providing property and casualty, life and health, employee benefits, investment and risk management products and services. From offices located throughout North America, HUB’s vast network of specialists provides peace of mind on what matters most by protecting clients through unrelenting advocacy and tailored insurance solutions. For more information, please visit hubinternational.com.