Vacancy expired!
- Experience in direct client service
- Ability to troubleshoot software issues and identify root causes
- Demonstrated understanding of computer operating systems and a variety of software applications
- Analytical and creative thinking skills
- Ability to prioritize and switch between tasks efficiently
- Knowledge of systems that support a loan through the mortgage process
- 2 years of experience in troubleshooting or on help desk
- Proficiency in mortgage software systems such as AMP, LOLA, and Rocket Mortgage
- Manage the team support email box for issues for core business systems and software
- Identifies and communicates patterns of user activity or challenges that might require a more comprehensive resolution
- Assist business units with special software needs
- Manage and document all issues and incidents
- Ensure a positive end-to-end client experience, providing a single point of contact for the client
- Record each business support request, documenting each problem-solving interaction, including all successful and unsuccessful decisions made and actions taken, through to the final resolution
- Document all pertinent end user identification information, including name, business area, contact information and nature of problem or issue
- Review, create and update documentation in a shared knowledge base
- Build rapport and elicit problem details from team members
- Test fixes to ensure problems has been adequately resolved
- Perform post-resolution follow-ups to help requests
Vacancy expired!