Application Support & Customer Success Specialist (Hybrid)

Fannie Mae - Plano, TX

Full-time - Entry Level

Plano, TX

1,001-5,000 employees

Credit Intermediation and Related Activities

About the position

At Fannie Mae, futures are made. The inspiring work we do helps make a home a possibility for millions of homeowners and renters. Every day offers compelling opportunities to impact the future of the housing industry while being part of an inclusive team thriving in an energizing, flexible environment. Here, you will grow your career and help create access to fair, affordable housing finance. As a valued colleague on our team, you will contribute to working directly to build, develop, or design functionality for a product, as well as participate in the ongoing implementation, enhancement, or maintenance of existing products. The Application Support & Customer Success Specialist (Hybrid) role will offer you the flexibility to make each day your own, while working alongside people who care so that you can deliver on the following responsibilities: Provide technical and business process support to internal and external users of Fannie Mae's Collateral Risk Management products, including troubleshooting issues and answering inquiries. Act as a subject matter expert on Collateral Risk Management products, staying updated on new features and enhancements. Provide detailed and organized information/documentation about each deployment. Develop and maintain Product Management artifacts, user guides, and other documentation to support training and user adoption. Analyze support inquiries to identify areas for improvement and enhancement of Collateral Risk Management products. Manage communications related to issues, system outages, impacts. Manage dashboards and reporting related to Collateral Risk Management Application Support inquiries, SLAs and KPIs.

Responsibilities

• Provide technical and business process support to internal and external users of Fannie Mae's Collateral Risk Management products, including troubleshooting issues and answering inquiries.
• Act as a subject matter expert on Collateral Risk Management products, staying updated on new features and enhancements.
• Provide detailed and organized information/documentation about each deployment.
• Develop and maintain Product Management artifacts, user guides, and other documentation to support training and user adoption.
• Analyze support inquiries to identify areas for improvement and enhancement of Collateral Risk Management products.
• Manage communications related to issues, system outages, impacts.
• Manage dashboards and reporting related to Collateral Risk Management Application Support inquiries, SLAs and KPIs.

Requirements

• Minimum of 2 years of experience in a technical support role.
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical users.
• Detail-oriented with strong problem-solving abilities.
• Ability to work independently and collaboratively in a fast-paced environment.
• Experience conducting training sessions or presentations is a plus.
• Proficiency in Excel.
• Experience leading meetings and presenting projects.
• Strong organizational skills and attention to detail.
• Excellent oral and written communication/presentation skills.

Nice-to-haves

• Bachelor's degree in a relevant field (e.g., Computer Science, Information Technology) or equivalent work experience.
• Previous experience in a technical support role.
• Familiarity with regulatory requirements and standards is desirable.
• Detailed knowledge of software development and deployment lifecycles.
• Experience working in agile delivery models.
• Demonstrated ability to learn complex software systems.

Benefits

• Comprehensive benefits package including Health, Life, and Voluntary Lifestyle benefits.
• Incentive program eligibility (subject to the terms of the program).