Product Support Specialist

Position Overview:

The Product Support Specialist receives business users’ requests and responds to questions and issues arising from the use of CrossCountry Mortgage’s software products. This position is responsible for troubleshooting and documenting user issues and ensuring a timely resolution to requests for assistance. The Product Support Specialist is focused on providing exceptional customer service, functioning as a subject matter expert for CrossCountry Mortgage’s software products, with extensive knowledge on product functionality.

Job Responsibilities:

• Demonstrate and assist users in understanding software product functionality.
• Direct users to available resources such as Online Help, Knowledge Base Articles, and training materials.
• Diagnose software issues by reviewing product configuration, system settings, data, etc.
• Troubleshoot application errors including thoroughly documenting what process were used when the error was encountered, researching possible causes, and reviewing likely contributors.
• Assist users with administrative tasks and integration support.
• Escalate suspected software defects to Engineer Teams with well-documented notes.
• Route user requests to the appropriate internal teams.
• Create, edit, and update Knowledge Base articles, training materials or other materials used to provide information and support to users.
• Provide support for multiple software product lines.
• Participate in continuous learning, product rollout sessions, and other internal training opportunities.

Qualifications and Skills:

• Bachelor's degree in related field or equivalent combination of education and experience.
• 1+ years’ experience in a Technical Support or Customer Support role.
• Experience in troubleshooting and resolving issues in customer service or technical products.
• Experience in data collection, data scrubbing, and data processing.
• Excellent prioritization, customer service and communication skills.
• Excellent analytical, problem-solving, and critical-thinking skills.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

CrossCountry Mortgage, LLC offers MORE than a job, we offer a career. Apply now to begin your path to success! https://crosscountrymortgage.com/about-us/careers/apply/

CrossCountry Mortgage supports equal employment opportunity in hiring, development and advancement for all qualified persons without regard to race, color, religion, religious creed, national origin, age, physical or mental disability, ancestry, marital status, uniformed service, covered veteran status, citizenship status, sex (including pregnancy, childbirth, and related medical conditions, and lactation), sexual orientation, gender identity, gender expression, transgender status, domestic violence victim status (where applicable), protected hair style or texture, genetic information (testing or characteristics), or any other protected status of an individual or because of the individual’s association with a member of a protected group or any other characteristic protected by federal, state, or local law (“Protected Characteristics”). The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation. The Company is committed to fostering, cultivating and preserving a culture that welcomes diversity and inclusion.

CrossCountry Mortgage, LLC (NMLS3029) is an FHA Approved Lending Institution and is not acting on behalf of or at the direction of HUD/FHA or the Federal government. To verify licensing, please visit www.NMLSConsumerAccess.org.