Product Support Technician

About the role

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.

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.

Additional information

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.

Additional information

To perform this job successfully, the incumbent must meet the qualifications and perform each essential duty satisfactorily. 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.