Analyst, Technical Support

As a Technical Support Specialist in a B2B environment, your role will involve various responsibilities such as: - Adding/Deleting internal users to client databases - Adjusting queues for client usage - Working with Infosec and customers to ensure client certificates are up to date - Generating requested reports - Collaborating with internal teams to update RPA scripts and Extraction Sets Quarterly and as required - Updating Document Dictionary based on client or internal requests - Adjusting XML configurations using tools like Postman - Conducting initial smoke testing of sites post-configuration before handing over to clients for testing - Creating testing documents for client testing scenarios with internal teams - Contributing to an environment that promotes information sharing, team-based resolution activities, cross-training, and a customer-centric focus - Developing standard templates for data export and import processes - Creating SOP documents and informational materials for internal team members - Demonstrating strong follow-through and commitment to both internal and external customers Qualifications and Experience required for this role: - 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 to interact with technical and non-technical audiences - Proficiency in meeting management including note-taking, defining action items, and follow-up - Excellent problem-solving and decision-making skills - Effective time management and organizational abilities - Capability to work independently and efficiently - Ability to handle multiple tasks under pressure and time constraints - Initiative-driven with a strong sense of ownership - Broad understanding of cloud technologies - Proficiency in Microsoft products (Windows 10, MS Office) - Skilled in networking troubleshooting - Ability to read and comprehend XML - Prior experience with case tracking systems like Salesforce and/or JIRA As a Technical Support Specialist in a B2B environment, your role will involve various responsibilities such as: - Adding/Deleting internal users to client databases - Adjusting queues for client usage - Working with Infosec and customers to ensure client certificates are up to date - Generating requested reports - Collaborating with internal teams to update RPA scripts and Extraction Sets Quarterly and as required - Updating Document Dictionary based on client or internal requests - Adjusting XML configurations using tools like Postman - Conducting initial smoke testing of sites post-configuration before handing over to clients for testing - Creating testing documents for client testing scenarios with internal teams - Contributing to an environment that promotes information sharing, team-based resolution activities, cross-training, and a customer-centric focus - Developing standard templates for data export and import processes - Creating SOP documents and informational materials for internal team members - Demonstrating strong follow-through and commitment to both internal and external customers Qualifications and Experience required for this role: - 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 to interact with technical and non-technical audiences - Proficiency in meeting management including note-taking, defining action items, and follow-up - Excellent problem-solving and decision-making skills - Effective time management and organizational abilities - Capability to work independently and efficiently - Ability to handle multiple tasks under pressure and time constraints - Initiative-driven with a strong sense of ownership - Broad understanding of cloud technologies - Proficiency in Microsoft products (Windows 10, MS Office) - Skilled in networking troubleshooting - Ability to read and comprehend XML - Prior experience with case tracking systems like Salesforce and/or JIRA