Product Support Specialist

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. Builders Capital is the nation’s largest private construction lender, offering innovative financing solutions to a wide spectrum of developers and homebuilders. Loan products include options for Acquisition, Development, Construction, and Bridge financing, in the form of single-asset loans, portfolio loans, and revolving credit facilities. Day to day: Process and address incoming help desk requests through multiple channels, including direct internal employee requests and external client requests relayed through client facing team members. Triage incoming help requests by prioritizing based on urgency, time-cost and monetary-cost. Direct unresolved issues to the next level of support personnel. Fulfill Service Level Agreements for incoming help desk requests. Provide rapid initial responses and appropriate follow-ups for outstanding help requests. Report internal and external feedback and potential product improvement requests. Make recommendations for product or service enhancements, based on trend analysis of help desk requests. Create, develop, and grow a Knowledge Base capturing solutions created. Guide users with simple, step-by-step instructions. Help leadership with ad hoc projects as assigned. Qualifications: Strong knowledge of Office 365 and SharePoint is required. Understanding of financial, lending, and/or commercial construction concepts/environment. Fast learner – Ability to learn and master complex proprietary software interfaces. Creative problem-solving skills. Good communication skills (Verbal and Written). Familiarity of building Knowledge Bases is a plus. This job posting highlights the most critical responsibilities and requirements of the job; however, there may be additional duties, responsibilities, and qualifications for this job. Construction Loan Services II LLC (Builders Capital) and its affiliates are Equal Employment Opportunity (EEO) employers and welcome all qualified applicants. This is a full-time non-exempt position.

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