Product Support Analyst

Bank OZK is hiring a Product Support Analyst to lead and provide user support for employee-facing applications developed by OZK Labs. The role responds to support requests, documents bugs, creates user guidance and training materials, and works with product and support teams to improve the end-user experience.

What you'll do:

• 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

What they're looking for:

• 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
• 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

Benefits:

• Generous PTO
• 401(k) matching
• Health, dental, vision, and pet insurance
• Special perks and discounts