Client Product Support Representative

FINBOA Inc•Hunters Creek Village, TX

18h

About The Position

We are seeking a motivated, detail-oriented, and customer-focused Client Product Support Representative to join our growing team. In this role, you will help ensure the ongoing success of our clients by providing exceptional product and technical support. This is an excellent opportunity for someone looking to grow their career in financial technology while working in a fast-paced, collaborative environment.

Requirements

Strong verbal and written communication skills with the ability to clearly explain technical concepts to non-technical users.
Excellent analytical and problem-solving skills with high attention to detail.
Ability to organize, prioritize, and manage multiple client requests in a dynamic environment.
Customer-first mindset with a focus on delivering an exceptional support experience.

Nice To Haves

1 year of experience in a financial institution in a client-facing role.
1 year of experience in customer support, technical support, or a related role.
Experience using Zendesk or similar ticketing platforms.
Familiarity with Google Workspace (Gmail, Docs, Sheets, etc.).
Experience with SQL (basic querying or troubleshooting).
Experience working in banking, financial services, fintech, or a regulated environment.
Bachelor’s degree in a related field (or equivalent experience).

Responsibilities

Serve as the primary point of contact for client inquiries and product support needs via phone, email, and ticketing systems.
Deliver prompt, professional, and courteous assistance to clients, resolving questions, issues, and concerns efficiently.
Troubleshoot software-related problems and escalate complex or unresolved matters to the appropriate internal teams.
Collaborate cross-functionally with Implementation, Account Management, Development, and Product teams to ensure timely and accurate resolution of client issues.
Document all client interactions, troubleshooting steps, and resolutions within the ticketing system to maintain accurate and complete support records.
Contribute to the creation and enhancement of support documentation, training materials, FAQs, and knowledge base articles.
Assist in identifying recurring support trends and provide feedback to internal teams to improve product stability, usability, and client satisfaction.