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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 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. 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.

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.
  • Directing 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.
  • Conduct remote troubleshooting.
  • 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.
  • Excellent documentation skills.
  • Proven customer service skills.
  • Good communication skills (Verbal and Written).
  • Familiarity of building Knowledge Bases is a plus.

Benefits:

  • Competitive wage
  • Bonus potential
  • Paid time off
  • Paid holidays – 10 paid holidays
  • Health insurance – Builders Capital pays 100% of employee Medical insurance premiums
  • Health Savings Account (HSA) – Builders Capital puts $62.50 a month into an HSA account for employee.

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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