[Remote] Product Financial Support Specialist
Note: The job is a remote job and is open to candidates in USA. Brookfield Properties is a company that offers a diverse range of residential living options. They are seeking a Product Financial Support Specialist to provide operational support for property management technologies, focusing on financial workflows and customer ticket resolution.
Responsibilities
- 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
- 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
- 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
- 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
Skills
- Undergraduate (Bachelor) Degree
- 3-4 Years: Product support, technical support, or operations role (SaaS or enterprise product experience preferred), with exposure to financial workflows, accounting processes, or transaction analysis required
- 1-2 Years: Strong analytical skills with the ability to interpret financial data, identify patterns, and provide actionable insights preferred
- 1-2 Years: Proven troubleshooting skills and experience with ticketing systems (e.g., Zendesk, Jira, ServiceNow) and ability to perform efficient diagnostics, including financial transaction or billing issues preferred
- 1-2 Years: Property Management Technology Support i.e. Yardi Site Support, Salesforce, MRI, or similar platforms preferred
Benefits
- Full benefits package
- Generous paid time off
- 401(k) with company match
- Growth and advancement opportunities
- The Cleveland corporate office follows a hybrid work model that requires employees to be in the corporate office at least four days per week to foster collaboration, innovation, and team celebration.
Company Overview