Analyst, Technical Support

Responsibilities

• Add/Delete internal users to client databases
• Adjust queues for client uses
• Work with Infosec and customers to ensure client certificates are up to date
• Generate requested reports
• Work with internal teams to update RPA scripts, Extraction Sets Quarterly and as needed
• Update Document Dictionary as requested by client or internal
• Adjust XML as per configuration requirements with tools such as Postman
• Conduct initial smoke testing of sites after configuration and before handing site over to client for their testing
• Work with internal teams to create testing documents for client testing scenarios
• 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 standard templates for data export and import processes.
• Create SOP documents and other informational documents to be shared with internal team members
• Demonstrate strong follow-through and consistently keep commitments to internal and external customers
  

Knowledge And Experience

• 2+ years of experience providing 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/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
• Ability to work efficiently and independently
• Ability to work under pressure and time constraints, handling multiple tasks simultaneously
• Initiative and strong sense of ownership
• 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)