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Careers: 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 for 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 various 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. In addition to financing opportunities, Builders Capital borrowers can leverage national accounts for material purchase discounts, and access cutting-edge technology for project management, accounting, and BIM technology tools. Builders Capital is headquartered in Puyallup, Washington, with regional sales offices across the country.

Why Builders Capital? 

  • Competitive Compensation: Builders Capital offers competitive wages and performance-based incentives to reward your expertise. 
  • Work Flexibility: Enjoy a flexible work environment in a company that values both professional and personal life. 
  • Growth Opportunity: As the nation’s largest private construction lender, Builders Capital is an industry leader, offering you endless opportunities for personal and career growth.  
  • Innovative Environment: Join a forward-thinking company at the forefront of the construction finance industry with access to cutting-edge technology and resources. 
  • National Impact: Be part of a nationwide operation that’s shaping the future of construction financing and making a difference for builders, developers, and homeowners across the U.S. 

What You’ll Do:

  • Manage and respond to help desk requests across various channels, including direct inquiries from internal employees and external client issues relayed through client-facing team members.
  • Assess and prioritize incoming requests based on urgency, time sensitivity, and cost implications.
  • Escalate unresolved issues to the appropriate support personnel or teams.
  • Ensure compliance with Service Level Agreements (SLAs) for all incoming requests.
  • Provide prompt initial responses and follow through on outstanding requests until resolution.
  • Collect and report feedback from both internal users and external clients, highlighting potential product improvement opportunities.
  • Analyze help desk trends to recommend enhancements to products or services.
  • Build and maintain a comprehensive Knowledge Base documenting solutions and best practices.
  • Offer clear, step-by-step guidance to users for resolving issues.
  • Perform remote troubleshooting when necessary.
  • Assist leadership with special projects and ad hoc tasks as assigned.

What We’re Looking For:

  • Detail-Oriented: You have an eye for precision and ensure that all incoming ticket requests are processed and handled accurately.
  • Team Player: Collaborative mindset, working with multiple teams to ensure smooth operations and loan progression.
  • Proactive: You take initiative and work independently to solve complex loan scenarios and improve workflows.
  • Adaptability: Take on additional responsibilities as needed, with job duties subject to change.

Why You’ll Love It Here:

At Builders Capital, we believe in taking care of our team. Here’s a glimpse of the benefits that come with joining us:

  • Health Insurance: Builders Capital pays 100% of employee medical insurance premiums, offering both PPO and HSA options.
  • Paid Time Off: Enjoy three weeks of PTO annually to recharge and relax.
  • Paid Holidays: Take advantage of 10 paid holidays throughout the year.
  • Health Savings Account (HSA): Builders Capital contributes $750 annually (prorated from your hire date) for employees who select our HSA plan.
  • 401(k): Plan for the future with a comprehensive retirement plan.

Ready to Shape the Future of Talent at Builders Capital?

If you’re ready to make an impact in a fast-growing organization that values innovation, teamwork, and excellence, we’d love to hear from you. Apply now or send us a message to learn more about this exciting opportunity!

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. The job description contained herein is not intended to be a comprehensive list of the duties and responsibilities of the position, which may change without notice.

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