Product Support Specialist

CreditXpert Inc. is looking for an client centric, product support specialist with a passion for providing exceptional service.

Job Overview

The Product Support Specialist is a rewarding and exciting opportunity to work directly with our customers and provide exceptional service. In this role, you will conduct ongoing client support and onboarding; collaborating with cross-functional teams to escalate and resolve issues when necessary. You will serve as the primary point of contact for all product-related inquiries, delivering excellent customer service in a timely manner. You will also cross train to support new client onboardings, ensuring that clients complete their account setup both through back-end implementation and front-end training and product tours.

Essential Functions:

As the Product Support Specialist, you will:

• Serve as primary point of contact for clients' product-related inquiries and issues through our customer support platform.
• Diagnose and troubleshoot technical problems, providing timely solutions and resolutions.
• Collaborate with the product team to escalate and resolve complex technical issues.
• Proactively identify opportunities to create self-service support materials, enhance clients' product usage and satisfaction.
• Gather and relay client feedback to the product team for continuous improvement.
• Assist in maintaining up-to-date knowledge base articles and in-product guides.
• Adhere to all customer support processes and documentation to ensure efficient and effective delivery of support services.
• Work closely with sales and customer success teams to understand client requirements and expectations for onboarding.
• Collaborate with clients to gather necessary information and set up their accounts.
• Guide clients through the onboarding process, ensuring a smooth transition to our platform and products.
• Facilitate client activation requests through our data integration partners
• Develop and deliver virtual product training sessions for clients.

PM22

Competencies and Criteria for Success

Required Experience

• 2+ years of relevant product support and/or onboarding experience preferred.
• Excellent communication and collaboration skills with the ability to follow client narratives, understand their point of view and communicate complex technical information to non-technical audiences.
• Ability to identify and resolve complex technical issues and work collaboratively across cross-functional teams.
• Ability to manage multiple client interactions simultaneously, prioritizing requests to efficiently manage your workload while meeting SLAs.
• Adaptable to a fast-paced and evolving environment.
• Experience with problem-solving complex customer issues and demonstrates meticulous drive towards solutions for our customers
• Has a keen eye for details in a technical setting
• Self-motivated and able to work independently as well as part of a team.
• Experience with Zendesk highly preferred.
• Experience with Jira, HubSpot and Pendo is a plus.

Preferred Skills and Education

• 2+ years of relevant product support and/or onboarding experience for a Software as a Service (SaaS) product
• Bachelor's degree in computer science, engineering, statistics, or related quantitative field

Job Specific Competencies:

• Friendly
• Curious
• Organized
• Articulate
• Expediate
• Team Oriented
• Resilient

Do you have the X-Factor? We look for Xceptional people to join our team.

• Team Player: Are you a joiner? Are you comfortable working outside of the boundaries of your job description to support the company and team?
• Respected: Do you value integrity and display leadership qualities? Are you trusted to represent the brand well?
• Judiciously Courageous: Are you courageous enough to judiciously speak up?
• Composed: Are you composed, respectful, and calm? Do you value outcomes over output?
• Accountable: Do you own your work, your decisions, and the outcomes – good or bad?
• No Ego: Are you confident without having an ego? Would people say you are an active listener? Do you delegate where necessary, knowing that you can't possibly know it all?
• Builder Mindset: Do you have an open mindset? Would you consider yourself a strategic doer?
• Focused: Do you easily differentiate between real problems and background noise?

Additional Details

Position Type: Full-Time

Classification: Exempt

Category/Level: Professional

Supervisory: No

Travel: Rare

About CreditXpert Inc.

What makes CreditXpert an Employer of Choice

• Meaningful Mission!
• Creative, Performance Driven Culture
• Great Healthcare Benefits - most are 100% company paid
• Generous Paid Leave
• Hybrid Environment and Flexibility to work remote
• Stellar Workspace - great location/hassle free parking
• Professional Development and Tuition Assistant - we truly value continuous improvement and want to support your journey

Who we are

CreditXpert Inc. is a successful software company that enjoys the freedom to chart its own path. Our team is a small, close-knit community, where each person can make a big impact. We are nimble and have thrived for over 20 years in the midst of constant industry and regulatory upheaval. We believe in using our talents to make a positive impact on the world by improving the financial lives of Americans. As lifelong learners, we have a passion for change and we constantly adapt everything (our business, internal processes, tools…).

We enjoy a wide diversity of backgrounds and opinions, which can lead to passionate debates. We wear multiple hats, often stretch beyond our comfort zone, and see failure as an opportunity to learn. We have fun inventing advanced analytical solutions and creating great user experiences.

What we do

In 2000, we started a revolution by exposing the inner workings of the credit scoring industry to consumers, pioneering a new industry. Millions of people have been using our tools to take control of their credit life, gain access to better loans, and save money. More recently, we enabled the mortgage origination industry to replace guesswork with technology when trying to improve credit scores. As a result, more consumers now qualify for a mortgage at a good rate, and thousands of loan officers, mortgage lenders and other businesses can better serve their customers.

Benefits

We strive to create a great experience for our team, not just our customers. We want everyone to be excited about their work, fulfilled and worry-free. That's why we offer lots of autonomy, support, and the flexibility you need to balance your life. Our compensation and benefits package ensures that you can focus all your energy on creating value for our customers and the company.

Our benefits include a flexible and hybrid work environment, open PTO, performance based annual bonuses, company contribution to 401(k), insurance (medical, dental, vision, ST/LT disability, life), HSA and FSA.

Work Environment

This job generally operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners, and shared digital files.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust and focus.

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee in this position. Duties, responsibilities and activities may change at any time with or without notice.

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