Product Support Technician

Hub International Insurance•Irving, TX

2d•Onsite

About The Position

The Product Support Technician assists Product Analysts and other stakeholders with new client implementation and change-management feature setup, testing, and documentation. The role also provides daily product operations support, including general office administrative duties, to support product delivery and high-quality departmental output and enable a positive internal and external customer experience. This position is based in the office and requires a five-day work week onsite, Monday through Friday, 8:00 a.m.–5:00 p.m. CT, with an hour for lunch. Limited travel may be required, and some evenings and weekends may be needed for scheduled user acceptance testing (UAT). HUB Financial Services manages lending risk related to loan-level collateral for financial institutions. Its services include insurance tracking, blanket, and impairment programs tailored to individual clients and portfolios. HUB describes its workplace as collaborative and growth-oriented, with training, development opportunities, and benefits that vary by employment status, role, location, and eligibility. The role requires attention to detail, strong communication, and the ability to prioritize and manage time in a fast-paced environment. A bachelor’s degree, ideally in a computer-related discipline, is preferred, though equivalent work experience is accepted. At least 1–2 years of experience in mortgage product, loan servicing, software, or another technical customer-support role is required. No licensing or certifications are required.

Requirements

High attention to detail.
A bachelor’s degree is preferred, ideally in a computer-related discipline, or equivalent work experience.
At least 1–2 years of experience in a mortgage product, loan servicing, software, or other technical customer-support role.
Strong written and verbal communication skills.
Ability to take initiative, prioritize, and manage time in a fast-paced environment.
Familiarity with Microsoft Office, including Excel, Outlook, Word, and Access.
Willingness to attend educational classes is desired.
Some evenings and weekends may be required for scheduled UAT.
Limited travel may be required.

Nice To Haves

Intermediate or higher Excel and/or Access skills.
Experience in product implementation or design, or training end users on software products.
Technical writing or documentation experience.
Bachelor’s degree, ideally in a computer-related discipline.
Willingness to attend educational classes.

Responsibilities

Prioritize and manage assigned support tickets in accordance with department service-level standards.
Document support issues using internal tracking tools.
Follow department processes for issue escalation and triage.
Report identified product and service problems and failures.
Contribute to the department’s Book of Knowledge (MSBOK), workflow templates, task checklists, and FAQs.
Create instructional communications and announcements about new features, configuration, and usage.
Assist with creating and maintaining the team’s UAT environment, datasets, and reference materials.
Maintain a positive, customer-advocate approach while resolving product issues.
Participate in special projects at management’s request.
Attend industry-related continuing education training and courses.
Perform other job-related duties as assigned, including duties in other functional areas as needed.