Additional Information
Location
Key Tower - 127 Public Square
Business
We know that a "one-size-fits-all" approach doesn't work when it comes to residential living. That's why, at Brookfield Properties, our portfolio features a wide range of options for any stage of life. And though our properties may be diverse, one thing is universal: all offer the unparalleled quality, service, and support our residents deserve.
If you're ready to be a part of our team, we encourage you to apply.
Job Description
Position Summary
The Product Financial Support Specialist provides day-to-day end-user and operational support for our various property management technologies. This role troubleshoots product issues with a focus on financial workflows, documents and resolves customer tickets (internal and external), and escalates product defects to Engineering or Product Management. The Product Support Specialist ensures accurate processing of payments, billing, and financial transactions, while helping maintain documentation and onboarding materials related to financial products and processes. They work closely with Product, Engineering, and Operations teams to ensure high availability, compliance, and quality of product experience for residents, property teams, and financial operations.
1. Manage Product Support Operations (25%)
Triage, investigate, and resolve product support tickets across multiple channels (ticketing system, email, phone, Teams), providing first-line configuration and onboarding assistance to property teams and residents.
2. Diagnose and Escalate Product Issues (25%)
Reproduce issues, collect logs and screenshots, document steps to reproduce, classify severity and impact, and work with Product and Engineering teams to escalate defects, track the bug lifecycle, and validate fixes.
3. Coordinate Cross-Functional Issue Resolution (25%)
Lead triage discussions with Product and Engineering to prioritize customer-impacting issues, drive root cause analysis, and ensure timely resolution aligned with roadmap priorities and SLA commitments while communicating updates to customers and internal stakeholders.
4. Support Product Quality and Knowledge Enablement (25%)
Participate in release validation and post-release monitoring to identify regressions, maintain support documentation (knowledge base articles, runbooks, FAQs), and assist in creating training materials and internal enablement resources.
Education
This position requires an Undergraduate (Bachelor) Degree
Brookfield · Cleveland, OH