Previous computer technical support experience preferred.
Certifications such as A+, MCP, Dell or other industry-recognized certifications preferred.
Strong knowledge of network troubleshooting, VPN software, IP/TCP addresses, remote user support, and Active Directory password management.
Requirements:
Serve as the initial point of contact for customers via phone, email, or live chat to provide support for mortgage-related client applications (loan origination/underwriting, servicing).
Provide support for software, systems, and/or applications; assist with navigating application menus and may remotely access the customer's computer.
Troubleshoot basic Internet Explorer settings as needed and develop a productive customer relationship focused on customer needs.
Escalate complex problems to appropriate support groups and offer alternative solutions to retain customers' and clients' business while following procedures.
Job description
Position Description ***This job req is subject to overtime discounts (0.95x exempt; 1.35x non-exempt) and a 10% discount after six months of service*** Minimum Wage to Contractor: *** *Pinnacle Requirement POC: *** Location: Salt Lake City, UT Helpdesk role- This is a technical IT helpdesk role, but not a technician/driving technician role Suppliers- ·Please be sure to note any skills below in RED. If your candidates have these, they need to be noted in their resumes! ·READ the whole job description. While this looks like the same description we typically see, additional information specific to this account has been added in. Please do not submit candidates with previous work experience at this client Duration: Approx. 3-6 months (Possibility for CTH if a need arises) Current Shift: FT; Please submit candidates who are available 24/7. (Current need is for M-F, 8:30 am to 6 pm MST. Preference is for candidates who can work any shift.) *Suppliers- Please be sure to reconfirm 24/7 shift availability at the TOP of the candidate resumes. Includes weekend days if candidate can do it. *Resumes need to include the Salt Lake City, UT Technical/Customer Service Questionnaire (in the resume doc, after the resume portion).* Reach out to *** for this document. *Manager Notes: “they [candidates] do not have to be as technical since they are dealing with the mortgage and lender software.” Job Description: Our Level 1 Technical Support Service Desk agents provide excellent customer service by supporting a wide range of application and technical solutions. Serving as the initial point of contact, you will gather and analyze information about the user's issue to answer basic questions about credit errors, password reset, registration, mortgage loan application submissions and data entry, and usage of assigned products to determine the best way to resolve their problem. Solutions include, but are not limited to, navigation, resubmission, data modification, resolving username and password problems, verifying proper application setup, and troubleshooting chat/email issues. Our center will be open 24/7/365 with a few major holidays off. We offer flexible shifts (which may include evening, overnight and weekend opportunities). Job Responsibilities: ·Initial point of contact for customers via telephone, email or live chat to provide support of loan originating/underwriting, servicing, and other mortgage related support for client applications ·Provides support of software, systems, and/or applications. ·Assists with navigating around application menus, may be required to remote into customer's computer. ·Troubleshoot basic Internet Explorer settings as needed. ·Develops and sustains a productive customer relationship, making the customer and their needs a primary focus. ·Offers alternative solutions where appropriate with the objective of retaining customers' and clients' business while adhering to our procedures and guidelines. ·Escalates complex problems to the appropriate support groups when appropriate. Skills and Experience Needed: ·High School Diploma or equivalent required. ·Previous computer technical support preferred. ·A+, MCP, Dell or other industry identified certifications are preferred. ·Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users. ·Understanding of Active Directory to unlock and reset passwords. ·Proficient with troubleshooting all Windows Operating systems. SUPPLIERS- Have your candidates CONFIRM Windows 7 vs. Windows 10 (or confirm both) on resume please. Windows 10 preferred. ·Candidates need to have prior mortgage knowledge (how to calculate, mortgage terminology, worked previously for a mortgage company, etc.) ·Ability to troubleshoot and resolve issues. ·Ability to communicate clearly and professionally, both verbally and in writing. ·Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer's issues. Training Information: Candidates need to have strong customer service and aptitude of technical ability or experience. Training will be client specific. Interview Information: Candidate interviews will be in person at the SLC site. Please know your candidate's availability to interview (over several days) at the time of submission for prep. **Due to Covid-19, candidates will be able to interview via Zoom/phone & allowed to work from home for time being. Expectation is to return to working on site once restrictions have been lifted.**
