Analyst, Technical Support

In this role, you will be responsible for a variety of tasks to support clients in the mortgage lending and financial services market. Your key responsibilities will include: - Adding/deleting internal users to client databases - Adjusting queues for client use - Ensuring client certificates are up to date by working with Infosec and customers - Generating requested reports - Updating RPA scripts and Extraction Sets as needed - Updating Document Dictionary based on client or internal requests - Adjusting XML configurations using tools like Postman - Conducting initial smoke testing of sites after configuration - Collaborating with internal teams to create testing documents for client scenarios - Creating standard templates for data export and import processes - Developing SOP documents and other informational materials for internal team members - Demonstrating strong follow-through and commitment to both internal and external customers Qualifications and Experience: - 2+ years of experience in technical support/customer service in a B2B environment - 1+ years of experience in the mortgage lending and financial services market (preferred) - Strong written and verbal communication skills for technical and non-technical audiences - Strong problem-solving and decision-making abilities - Excellent time management and organizational skills - Ability to work independently and efficiently - Ability to multitask under pressure and time constraints - Initiative and ownership mindset - Broad understanding of cloud technologies - Proficiency in Microsoft products (Windows 10, MS Office) - Proficient in networking troubleshooting - Proficient in reading and comprehending XML - Prior experience with case tracking systems like Salesforce and/or JIRA This role will provide you with the opportunity to contribute to a collaborative and customer-focused environment, where information sharing, team-based resolutions, and cross-training are encouraged.,