Product Support Specialist

CU Solutions Group Livonia , MI 48151

Posted 2 months ago

The Product Support Specialist is responsible for delivering strong customer service and maintaining professional relationships with clients and becoming proficient in performance management and compensation management software applications.

ABOUT US

CU Solutions Group is an award-winning credit union service organization that offers products and services in the areas of technology, marketing and performance. The company is majority-owned by the Michigan Credit Union League and has more than 100 investors comprised of credit unions, credit union leagues and credit union system organizations including CUNA Mutual Group and CO-OP Financial Services. Headquartered in Livonia, MI, the organization serves nearly 3,400 credit unions nationwide.

WHAT YOU WILL DO

  • Establish and maintain effective professional working relationships with clients: answer questions, requests, and resolve problems promptly and courteously. Maintain professional reputation and provide superior client service by communicating via phone, email and chat.

  • Effectively perform product support functions: assist clients with troubleshooting system problems. Complete research and resolve technical questions and/or errors with clients.

  • Perform testing of potential defects within the application(s) and demo accounts, and document and communicate those to the product development team.

  • Follow up on potential defects and communicate updates to the client as the product team resolves issues.

  • We will summarize the above three lines to this: Assist the respective product subject matter experts in preparing client facing reports and spreadsheets.

  • Compile all client interaction and activity in CRM system.

  • Maintains client confidentiality and adheres to the Terms of Service Agreement.

  • Identify methods to reduce client traffic through product improvements and client communication.

WHAT YOU NEED

  • Bachelor's degree or associate's degree with one year of related experience is required.

  • Two to three years customer services experience required.

  • Strong computer skills with work experience in Microsoft Office (Word, Excel, and PowerPoint) required.

  • Previous human resource/compensation experience preferred.

  • Credit union experience a plus.

  • Previous experience with performance management and compensation software a plus.

  • Previous experience working with Compensation salary surveys, how to match a position in a survey and obtain market data desired.

  • Knowledge of how to calculate a median, mean, and percentile and experience with excel desired.

  • Excellent attention to detail.

  • High sense of urgency and responsiveness with an emphasis on customer service.

  • Strong problem solving and analytical ability.

  • Ability to work in a team environment.

  • Strong ability to adjust to change and work requirements.

  • Strong innovation skills.

  • Excellent written, interpersonal, and group communications skills, both over the phone and in person.

  • Ability to work independently and effectively with little or no supervision.

WHAT WE OFFER

  • Competitive Pay: We know your value and we're not afraid to pay for it. We offer a competitive total compensation plan including salary, bonuses and a 10% contribution to your 401k.

  • Time Off: Besides our competitive paid time off package, employees receive paid holidays and time off to volunteer.

  • Wellness: An on-site workout facility is available for use morning, noon and night. Not working at our main hub? A wellness allowance is provided to employees who work out of our satellite office.

  • Free Food & Starbucks: Forgot your lunch? No worries. Lunch is provided twice a week, and an endless array of organic fruit and snacks are available daily. Need a caffeine fix? We have an onsite barista at our main office ready to whip up your favorite Starbucks latte.

  • Benefits: We offer a comprehensive benefits package, including all the necessities such as medical, dental and vision. We even offer a virtual health option allowing you to video-chat with a medical professional as opposed to making your way to their office. Don't need health insurance? An opt-out credit will be provided to you for waiving coverage.

  • The opportunity for you to make an impact on the people we serve!

CUSG and MCUL provide equal employment opportunities to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.


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