Customer Service Representative assisting clients with technical issues in a flexible, supportive environment. Providing solutions through various channels while growing expertise on Kyndryl's platforms.
About the role
- Product Support Specialist resolving technical issues related to Tinman platform at Better. Collaborating with cross-functional teams to enhance product support and customer experience.
Responsibilities
- Work and resolve a wide variety of support cases for our internal Tinman platform and its various integrated tools.
- Collaborate with Product Support, Product Management, Engineering, IT, and Sales.
- Perform log analysis, error tracing, and root cause analysis using various internal tools
- Master mortgage terminology, workflows, and best practices.
- Assist in detecting and mitigating critical bugs and/or incidents in coordination with key stakeholders.
- Escalate bugs and similar issues to our product and engineering teams using extensive troubleshooting.
- Create and maintain advanced troubleshooting guides, runbooks, and internal knowledge base articles for complex technical scenarios.
- Capture detail case notes that document all relevant troubleshooting steps, along with the resolution, and why it worked.
- Develop subject matter expertise (SME) in a variety of product categories. Create process and technical documentation for your assigned domain and create training material to be delivered in team meetings.
- Play a crucial role in helping the Support team scale to meet the needs of our ever-growing business. If you have a passion for participating in the building of an empire from scratch, then you will find a lot to love here!
- Various projects and initiatives as needed by the business.
Requirements
- 2-4+ years of experience in a SaaS support role.
- Excellent written and verbal communication skills, with the ability to translate technical details for non-technical audiences.
- Prior experience in utilizing various support-based and support adjacent software platforms such as Jira Service Management, Confluence, Fullstory, Observe, Microsoft 365, etc.
- Able to demonstrate strong technical acumen, attention to detail, and dedication to solving complex problems.
- Passionate about customer experience and able to communicate in a way that effectively shows professionalism, kindness, a sense of urgency, and powerful drive to save the day.
- Experience in the mortgage industry.
- Experience with knowledgebase article creation, training, and managing a large queue of cases with unique SLAs.
- Experience working in a rapidly changing environment.
- Highly motivated with strong work ethic and good judgement.
Benefits
- Day One Coverage – Your benefits begin on your first day, so you’re supported from the start
- Nationwide Medical, Dental & Vision Coverage – Comprehensive plans that travel with you, wherever you are
- Mental Health Support When You Need It – Immediate access to virtual therapy with licensed providers for you and your eligible dependents (ages 6+), with your first few visits covered at no cost!
- Health Savings Account (HSA) – Includes an employer contribution to help you plan for healthcare expenses
- Employer-Funded Dependent Care FSA – Support for childcare and/or dependent care costs
- Disability & Life Insurance – Provided at no additional cost to give you added peace of mind
- Flexible PTO – Time off when you need it, so you can recharge and focus on what matters most
- Extra Perks & Discounts – Including pet insurance, savings programs, and more to support life beyond work
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