Product Support Technician

A path for every ambition. At HUB, we believe the best work happens when people are given real space to grow and then given the autonomy to exercise it. We power progress and protect ambition: for the clients who count on us, and equally for the people who make that possible every day. We’re creative thinkers and determined doers, guided by values that show up in how we work together: with empathy, adaptability, accountability and a genuine commitment to one another’s success. We foster bold ideas, celebrate curiosity and share what we know. Because when people grow, the work they do grows with them. Our purpose is deeply human: to help people navigate the world on their terms, at their speed, toward their future. We hold that same commitment to the people building careers here. Whether you’re starting out or leveling up, you’ll find the resources to evolve, the support to take on more and a team ready to back you at every stage. Your ambition has a home here. **This role is based onsite and requires a full five-day work week in our office** GENERAL DESCRIPTION (Summary, Scope, Purpose) This role assists Product Analysts and other stakeholders with new client implementation and change management feature setup, testing, and documentation. Provides daily product operations support, including general office administrative duties, to support product function and delivery to generate high-quality departmental output and enable a positive (internal and external) customer experience. About HUB : HUB Financial Services stands out as an industry leader in effectively managing lending risk associated with loan-level collateral for financial institutions. Whether you’re dealing with real estate owned , residential real estate, commercial real estate, auto, watercraft, RV, powersport, or equipment portfolios, our outsourced insurance tracking , blanket , and impairment programs are designed to address lending risk comprehensively. Our commitment to tailoring solutions means we create a unique strategy for each client and portfolio. Why Choose HUB? Throughout our network of more than 500 HUB offices in North America, we offer a competitive, exciting and friendly work environment that strategically positions our employees for longevity and success. At HUB, we believe in investing in the future of our employees and providing continuous opportunities for growth and development. Our entrepreneurial culture fosters an environment that empowers our people to make the best decisions for our customers and organization, focusing on expanding the industry knowledge of our insurance professionals to better serve our valued clients. We are committed to providing you with competitive and flexible benefits options that are rooted in your current needs yet evolve as your needs change over time. Join us in taking the first step toward creating a future that combines a diverse, challenging work environment with financial security and career satisfaction. ESSENTIAL DUTIES AND RESPONSIBILITIES Prioritize and manage assigned support tickets while adhering to department service level standards. Document all support issues using internal tracking tools. Follow department processes for issue escalation and triage. Report on any identified product and service problems and failures. Contribute to department’s Book of Knowledge (“MSBOK”), workflow templates, task checklists, and FAQ's. Create relevant instructional communications and announcements for new features, configuration and usage. Assist in creation and maintenance of team UAT environment, datasets, and reference materials. Maintain positive attitude and customer-advocate through product-issue resolution. Participate in any special projects at management’s request. Attends industry related continuing education training and courses. The essential duties contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences, equalize peak work periods or otherwise to balance the workload. MINIMUM KNOWLEDGE, SKILLS AND ABILITIES: High attention to detail is required. Skills testing may be required. Bachelor’s degree preferred (ideally in computer related discipline) or equivalent work experience. Minimum 1-2 years in a mortgage product/loan servicing/software or other technical customer support role. Strong written and verbal communication skills. Must be a self-starter with ability to prioritize and time-manage while working in a fast-paced environment. Familiarity with Microsoft Office (Excel, Outlook, Word, Access), Intermediate+ Excel and/or Access skills are a plus. Experience in product implementation/design or training end-users in software products is a plus. Technical writing/documentation experience a plus. Limited travel may be required. Some evenings and weekends may be required for scheduled UAT. Willingness to attend educational classes is desired. LICENSING OR CERTIFICATION REQUIREMENTS None required BENEFITS HSA and PPO Medical plans available through BlueCross BlueShield of Illinois (BSBCSIL) FSA available Dental plans through BCBSIL Vision insurance through VSP Employer paid Short Term Disability Employer paid Life Insurance – 2x your salary 401k -Company matching 10 paid Holidays Floating Holidays and Personal days Accrue Vacation and Sick time from day 1 Tuition Reimbursement All full-time employees working 30+ hours a week are eligible for benefits. Benefits are effective the first of the month, following their first 30 days. PHYSICAL DEMANDS Work Location: · In-office Schedule: · Monday-Friday 8:00am-5:00pm CT with an hour lunch. Working Conditions: · Normal office environment with little exposure to dust, noise, temperature and the like. · Extended viewing of multiple CRT screens simultaneously. YOU WILL NEED A safe home office or quiet workspace with high speed and reliable internet connectivity. All duties and responsibilities outlined in this position are considered essential job functions, and reasonable accommodations will be made to enable individuals with disabilities to perform them. The requirements listed represent the minimum knowledge, skills, and abilities necessary to perform the job proficiently. This description is not exhaustive, and employees may be required to perform other job-related duties as assigned by their supervisor, subject to reasonable accommodation. To perform this job successfully, the incumbent must meet the qualifications and perform each essential duty satisfactorily. These qualifications are considered without regard to race, religion, color, sex, national origin, disability, or any other characteristic protected by federal, state, or local law. If the position requires licensing or certification, the incumbent must maintain compliance with all continuing education and other requirements. What we offer you We invest in your growth. HUB offers structured training, licensing support , and ongoing development opportunities designed to accelerate your career. Benefits and programs vary based on employment status, role, location, and applicable eligibility requirements. Competitive pay with comprehensive health benefits, retirement savings matching, and company-paid life and disability plans Generous paid time off, paid parental leave and a wellbeing program designed to support real work/life balance A collaborative, high-performing culture with meaningful engagement, community impact through HUB Gives and genuine room to grow your career The HUB difference HUB International is one of North America’s largest insurance brokers, delivering risk management, insurance, employee benefits, retirement and wealth management solutions to businesses and individuals across the United States and Canada — through locally led teams backed by national expertise, giving you the agility of a local partner and the reach of a global organization. Equal Employment Opportunity: HUB International Limited is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. Reasonable Accommodations: HUB International Limited is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the application and hiring process. If you need a reasonable accommodation to access our career site, complete an application, or participate in any part of the hiring process, please contact the Recruiting Team at HUBRecruiting@HUBInternational.com. This contact information is for accommodation requests only and should not be used to inquire about the status of an application. E-Verify: HUB International Limited participates in E-Verify. Please refer to Our Recruiting Process | Applicant Notices: E-Verify Program for additional information.