Product Support Analyst
Bank OZK Saint Petersburg, Florida, United States
Banking · 1,001-5,000 employees
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About the role
Provide support to users of OZK Labs employee-facing applications through email, chat, and phone, escalating issues and coordinating with product, training, and incident response teams. Document bugs and support trends, maintain knowledge base and training materials, and recommend product and process improvements.
What they look for
Requirements
A bachelor’s degree or equivalent work experience is required, along with at least one year of experience in customer service or technology support. Financial services experience is preferred, as are strong communication, organization, time management, customer service, and Microsoft Office skills.
Benefits
Full description
Why Bank OZK
Founded on a legacy of more than 120 years in banking, Bank OZK is much more than just a company. We’re nationally recognized as an industry leader in financial services. That means we combine exceptional service with innovative technologies to deliver smart solutions to our clients across the country. We’re investing in small businesses, fueling economies in local communities and changing skylines in the largest cities across America. Here, we're not simply filling roles. We're fostering even greater careers.
The foundation for a great career starts with an exceptional team and a comprehensive benefits package. We believe in providing our dedicated team members with the best resources to support their physical, mental and financial wellbeing, including generous PTO, 401(k) matching, health, dental, vision (and pet!) insurance as well as special perks and discounts. Learn more about Bank OZK benefits.
Job Purpose & Scope
The Product Support Analyst is responsible for leading and providing user support for all employee facing applications developed by OZK Labs. During periods of high traffic, the Product Support Analyst may be asked to supplement other support teams throughout the Bank for customer facing applications. This role will require outstanding customer service skills, excellent communication skills, and the ability to work and perform effectively with exacting deadlines and periods of increased support request volume.
Essential Job Functions
- Develops product domain knowledge; becomes a subject matter expert for OZK Labs applications.
- Supports end users by responding to inbound requests via email, chat, and phone.
- Identifies support request trends and proactively recommend opportunities for product and process improvements.
- Reports and documents bugs in the project management system.
- Creates and maintains Knowledge Base articles that will aid users requesting support.
- Prepares training and frequently asked questions material for internal users regarding existing and new product features.
- Interfaces with Labs product teams in support escalation, where needed.
- Interfaces with cross-departmental support teams to ensure consistent experience for end user support for Labs applications.
- Interfaces with Labs product teams to understand future product developments and share support findings and suggestions.
- Interfaces with training teams to answer product questions and provide guidance on common issues, points of clarification, etc.
- Interfaces with the Labs Incident Response team to identify and report product interruptions.
- Handles a variety of assignments and interacts with all levels of management.
- Produces accurate, thorough and timely work, while meeting commitments and following policies and procedures.
- Completes training, as needed.
- Regularly exercises discretion and judgment in the performance of essential job functions.
- Maintains good punctuality and attendance to work.
- Follows Bank policy, practice and procedure.
- Performs other duties and responsibilities as assigned.
Knowledge, Skills & Abilities
- Knowledge of product and applications support principles and practices
- Ability to communicate effectively both verbally and in writing, especially as it pertains to supporting end users
- Ability to demonstrate effective organization and time management skills
- Ability to manage multiple tasks with exacting deadlines in a fast-paced environment
- Ability to demonstrate effective customer service skills
- Ability to work effectively both independently and in a team environment
- Ability to demonstrate initiative to accomplish work objectives Ability and willingness to learn new skills, technologies, and methodologies
- Skill in using computer and Microsoft Office, including Outlook, Word, and Excel
Basic Qualifications
- Bachelor’s degree, or commensurate work experience, required.
- Minimum of one (1) year of experience in a customer service or technology support role required.
- Prior experience in financial services industry preferred.
Job Expectations
Operate customary equipment and technology used in a business environment, with or without accommodation.
Note: This description is not an exhaustive list of all job functions, duties, skills, and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.
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EEO Statement
Bank OZK is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by federal, state, and local law. Member FDIC.
