Jr. Product Support Specialist

Jr. Product Support Specialist Location Charlotte, NC (Piper Glen Estates area) :

Position Overview:

The Jr. Product Support Specialist will receive business users' requests and respond to questions and issues arising from their use of our CrossCountry's software products. This position will be responsible for troubleshooting and documenting user issues and ensuring a timely resolution to requests for assistance. As a Jr. Product Support Specialist, you'll be focused on providing exceptional customer service with your strong communication, critical thinking and problem-solving skills. You'll be seen as an SME for CrossCountry's software products, with extensive knowledge on product functionality.

Job Responsibilities:

• Demonstrate and assist users in understanding software product functionality.
• Directing users to available resources such as Online Help, Knowledge Base Articles, and training materials.
• Diagnosing software issues by reviewing product configuration, system settings, data, etc.
• Troubleshooting application errors including thoroughly documenting what process they were using when they encountered the error, researching possible causes, and reviewing likely contributors.
• Assist users with administrative tasks and integration support.
• Escalating 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:

• 1+ years' experience in Technical Support or Customer Support role
• Familiarity with Technical Troubleshooting and resolving errors in software 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.
• Bachelor's degree or equivalent combination of education and experience preferred.

This 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 is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

About Us:

CrossCountry Mortgage (CCM) is one of the nation's top 3 retail mortgage lenders with more than 7,000 employees operating nearly 600 branches across all 50 states. We have been recognized nine times on the Inc. 5000 list of America's fastest-growing private businesses and have received countless awards for our standout culture. Through our dedication to getting it done, we make every mortgage feel like a win.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You'll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

CrossCountry Mortgage, LLC offers MORE than a job, we offer a career. Apply now to begin your path to success!

California residents: Please see CrossCountry's privacy statement for information about how CrossCountry collects and uses personal information about California consumers.

CrossCountry Mortgage, LLC. (NMLS3029) is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to race, religion, creed, color, orientation, gender, age, national origin, veteran status, disability status, marital status, sexual orientation, gender identity, or gender expression, or any other protected status in accordance with all applicable federal, state and local laws. 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. Employment is contingent upon successful completion of a background investigation. CrossCountry Mortgage, LLC. 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 .