Product Support Specialist

Description 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. 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.

Requirements

• PST Time Zone Working Hours Required.
• 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.

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

• Innovative Environment: Join a forward-thinking company at the forefront of the construction finance industry with access to cutting-edge technology and resources.
• Work Flexibility: Enjoy a flexible work environment where you can balance team leadership with your personal life.
• 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.
• Health Insurance – We’ve got you covered! Builders Capital pays 100% of your medical insurance premiums to keep you healthy and stress-free, offering a PPO and HSA plans.
• Health Savings Account (HSA) – We contribute annually into your HSA account (prorated from your hire date) and for those the select our HSA plan.
• Competitive Compensation – We offer competitive wages that reward your expertise and hard work.
• Paid Time Off – Take time to recharge with 3 weeks of paid time off each year.
• Paid Holidays – Enjoy 10 paid holidays throughout the year so you can spend quality time with family, friends, or doing whatever you love.

We’re here to support you both professionally and personally—because when you thrive, we all thrive. Builders Capital is an Equal Opportunity Employers (EEO) and welcome all qualified applicants. This is a full-time, 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.