Job Details

ID #8264675
State California
City Corona
Full-time
Salary USD TBD TBD
Source Paramount Residential Mortgage Group
Showed 2021-01-16
Date 2021-01-16
Deadline 2021-03-17
Category Et cetera
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Help Desk Coordinator

California, Corona, 92877 Corona USA

Vacancy expired!

The Service Desk function provides the primary customer interface for the reporting of incidents and service requests. The Service Desk is responsible to ensure customer satisfaction and deliver support according to established service levels (SLA compliance).This position is responsible for end user support communications, managing incidents in the helpdesk software system, as well analyzing and triaging system software, hardware, or networking issues. This support position may also provide direct support to end users from time to time including remote support for branch offices and employees working in home offices.Essential Job FunctionsConfidentiality: Maintains high level of confidentiality.

Training: Suggests training ideas for users based upon information acquired when resolving support requests. Trains users on system changes; and provides telephone support to system users.

Communication: Keeps all users well informed of system changes, enhancements and problems areas.

Equipment: Uses such office equipment as telephone, computer terminals, copiers and FAX machines.

Physical: Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision and depth perception. Sits and stands for extended time periods. Hearing within normal ranges. Required to use hands to finger, handle or feel objects, tools and controls. Stoops, kneels, crouches, crawls, climbs and balances during the installation, storage and distribution of equipment and supplies. Regularly lifts and/or moves up to 50 pounds.

Provide first-level contact and triage of support incidents for all users with hardware, software and applications problems. Acknowledge receipt of support request and facilitate assignment of request to the correct support team or individual.

Ensures that requests for assistance are properly logged, assigned and responded to in a timely manner.

Correctly identify support issues so that they can be resolved according to procedure and using available solution guides.

Obtain and document needed user and incident information, so it is available in identifying and resolving the issue and available to other support agents and teams.

Resolve as many user-reported problems as expertise and time permits using available tools, guides, and following procedures and policies for the handling of support cases.

Ensures adherence to escalation procedures by escalating support tickets that cannot be resolved at the Tier 1 level to the appropriate Tier 2 and Tier 3 support resource.

Acts as a liaison between customers and internal technical staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process.

Review and update Help Desk documentation as assigned.

Identify frequently asked questions by the user and assist in updating the support knowledge resources.

Become familiar with available IT resources

Stay up to date on technology changes or problems

Regular and timely attendance

Other duties as assigned

One year of experience in in customer service or the mortgage lending industry.

SkillsDemonstrated ability to effectively communicate by phone, and writing (email), or in person.

Demonstrated ability to achieve successful outcomes in handling difficult situations.

Knowledge of information technology products and services.

Demonstrated analytical and troubleshooting skills.

Shows initiative and acts independently to resolve problems.

Demonstrated ability to manage multiple priorities and follow through on projects to completion.

Adequate familiarity with equipment found in a Call Center environment.

ATTENDANCE and PUNCTUALITY is ESSENTIAL in this position.

Job ID: 2021-3164 External Company Name: Paramount Residential Mortgage Group External Company URL: http://www.prmg.net Street: 1265 Corona Pointe Court

Vacancy expired!

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