Product Support Technician

HUB International•Irving, TX

4d•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 provides daily product operations support, including general office administrative duties, to support product delivery, high-quality departmental output, and positive internal and external customer experiences. The position supports HUB Financial Services, which manages lending risk associated with loan-level collateral for financial institutions through insurance tracking, blanket, and impairment programs. This role is based in the office and follows a Monday-Friday schedule of 8:00 a.m.-5:00 p.m. Central Time, with an hour lunch. Some evenings and weekends may be required for scheduled UAT, and limited travel may be required.

Requirements

High attention to detail.
Bachelor’s degree preferred, ideally in a 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.
Self-starter able to 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.
Limited travel may be required.
Some evenings and weekends may be required for scheduled UAT.
Skills testing may be required.

Nice To Haves

Intermediate or higher Excel and/or Access skills.
Experience in product implementation or design, or training end users in software products.
Technical writing or documentation experience.

Responsibilities

Prioritize and manage assigned support tickets while adhering to 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 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 assigned duties, including work in other functional areas as needed to cover absences or balance workloads.