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# Product Support Analyst

- **Company:** Bank OZK
- **Location:** St. Petersburg, FL, United States
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Outlook, Project Management Software, Microsoft Office
- **Published:** October 17, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=06f3f7839eb72a55

## About the Role

* 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.

## Description

The Product Support Analyst is responsible for leading and providing user support for all employee facing applications developed by OZK Labs. During periods of high traffic, the Product Support Analyst may be asked to supplement other support teams throughout the Bank for customer facing applications. This role will require outstanding customer service skills, excellent communication skills, and the ability to work and perform effectively with exacting deadlines and periods of increased support request volume.
Essential Job Functions:

 * 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.
 * Produces accurate, thorough and timely work, while meeting commitments and following policies and procedures.
 * Completes training, as needed.
 * Regularly exercises discretion and judgment in the performance of essential job functions.
 * Maintains good punctuality and attendance to work.
 * Follows Bank policy, practice and procedure.
 * Performs other duties and responsibilities as assigned.