Client Support Specialist

Job Description

Responsibilities

• Advise customers on best practices for using (application) AIQ in an efficient and effective manner
• Research, troubleshoot and resolve customer issues, as well as communicate status to customer
• Fully document all issues and solutions in the support ticketing system and in accordance with Standard Operating Procedures (SOP)
• Log into the phone system during your assigned shift, to accept and respond to incoming customer calls
• Escalate product defects and enhancement requests via JIRA to the Level 2 team
• Develop and maintain deep of technical knowledge of how AIQ is deployed and configured in the Cloud
• Contribute to an environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on doing what is best for the customer
• Create knowledgebase articles and other informational documents to be shared with customers
• Demonstrate strong follow-through and consistently keep commitments to customers and employees
• Be available for weekend and after-hours on-call production support as needed
  
  

• Minimum 2 years of experience providing technical support/customer service in a B2B environment
• 1-3 years of experience in the mortgage lending and financial services market
• Strong written and verbal communication/presentation skills, and comfortable communicating with both technical and non-technical audiences
• Strong meeting ownership: note-taking ability, define action items, follow-up
• Very strong problem solving and decision-making skills
• Excellent time management and organizational skills
• Proven ability to create and maintain strong customer relationships
• Ability to work efficiently and independently
• Ability to work under pressure and time constraints, handling multiple tasks simultaneously
• Initiative and strong sense of ownership
• Solid understanding of API technologies (SOAP, REST)
• Broad understanding of cloud technologies
• Strong knowledge of Microsoft products (Windows 10, MS Office)
• Proficient networking troubleshooting abilities
• Ability to read and comprehend XML
• Prior experience using a case tracking system (preferably Salesforce and/or JIRA)