Product Support Analyst

Bank OZK•Saint Petersburg, FL

About The Position

The Product Support Analyst leads and provides user support for employee-facing applications developed by OZK Labs. During periods of high traffic, the analyst may supplement other Bank support teams for customer-facing applications. The role requires outstanding customer service and communication skills, as well as the ability to work effectively under exacting deadlines and increased support request volume. The analyst develops subject matter expertise in OZK Labs applications, supports end users through email, chat, and phone, and works with Labs product teams, cross-departmental support teams, training teams, and the Labs Incident Response team. The role also identifies support trends and product or process improvement opportunities, documents bugs, maintains Knowledge Base articles, and prepares training and FAQ materials. The position requires accurate, timely work, adherence to Bank policies and procedures, and the ability to handle varied assignments while interacting with all levels of management.

Requirements

Bachelor’s degree or commensurate work experience.
At least one year of experience in a customer service or technology support role.
Knowledge of product and applications support principles and practices.
Effective verbal and written communication skills, particularly when supporting end users.
Effective organization and time management skills.
Ability to manage multiple tasks with exacting deadlines in a fast-paced environment.
Effective customer service skills.
Ability to work independently and in a team environment.
Initiative to accomplish work objectives and willingness to learn new skills, technologies, and methodologies.
Skill using computers and Microsoft Office, including Outlook, Word, and Excel.
Ability to operate customary equipment and technology used in a business environment, with or without accommodation.

Nice To Haves

Prior experience in the financial services industry.

Responsibilities

Develop product domain knowledge and become a subject matter expert for OZK Labs applications.
Respond to inbound end-user support requests by email, chat, and phone.
Identify support request trends and recommend product and process improvements.
Report and document bugs in the project management system.
Create and maintain Knowledge Base articles for users requesting support.
Prepare training and frequently asked questions materials for internal users about existing and new product features.
Interface with Labs product teams for support escalations when needed.
Coordinate with cross-departmental support teams to ensure consistent end-user support for Labs applications.
Work with Labs product teams to understand future product developments and share support findings and suggestions.
Interface with training teams to answer product questions and provide guidance on common issues and points of clarification.
Work with the Labs Incident Response team to identify and report product interruptions.
Handle varied assignments and interact with all levels of management.
Produce accurate, thorough, and timely work while meeting commitments and following policies and procedures.
Complete training as needed.
Exercise discretion and judgment in performing essential job functions.
Maintain punctuality and attendance, follow Bank policy, practice, and procedure, and perform other duties as assigned.