Services Support Rep 2

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: Remote- This position will report into a manager sitting in Salt Lake City, UT. All candidates need to have internet access. Client will not remit this expense.
Helpdesk role- This is a technical IT helpdesk role, but not a technician/driving technician role. Candidates MUST have actual IT helpdesk experience, not just customer service.
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.
Duration: Start ASAP. Approx. 3-6 months (CTH/extension possibility (but no guarantees) if need should arise and performance and attendance are strong)
Current Shift: FT; Current need is candidates who are available 24/7. Please be sure candidates are available for any shift & confirm availability in prescreen chart.
*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 Technical/Customer Service Questionnaire (in the resume doc, after the resume portion).* Reach out to *** for this document.
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, re submission, data modification, resolving username and password problems, verifying proper application setup, and troubleshooting chat/email issues.

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.
·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 via phone/zoom. Please know your candidate's availability to interview (over several days) at the time of submission for prep.