Product Support Specialist - Remote

Overview

We are seeking a Product Support Specialist to join our team at Builders Capital. In this role, you will provide support services to fellow employees and external clients during their business-related interactions with our proprietary software systems. You will intake help desk requests related to aligning data and user experience with business policy and processes.

In Short

• Manage and respond to help desk requests across various channels.
• Assess and prioritize incoming requests based on urgency and time sensitivity.
• Escalate unresolved issues to appropriate support personnel.
• Ensure compliance with Service Level Agreements (SLAs).
• Provide prompt initial responses and follow through on outstanding requests.
• Collect and report feedback from users and clients.
• Analyze help desk trends for product enhancement recommendations.
• Build and maintain a comprehensive Knowledge Base.
• Offer clear guidance to users for resolving issues.
• Assist leadership with special projects as assigned.

Requirements

• Experience in help desk support or customer service.
• Strong troubleshooting skills.
• Ability to analyze data and trends.
• Excellent communication skills.
• Familiarity with Service Level Agreements (SLAs).
• Experience in documenting solutions and best practices.
• Ability to work independently and as part of a team.
• Knowledge of software systems and tools.
• Strong organizational skills.
• Willingness to assist with special projects.

Benefits

• Competitive salary and benefits package.
• Opportunity for professional growth and development.
• Access to innovative technology and resources.
• Supportive team environment.
• Flexible working arrangements.