Services Support Rep

IT Helpdesk Role

Location:

Salt Lake City, UT

This is a technical IT helpdesk role, but not a technician/driving technician role. Duration:
Approx. 3-6 months (Possibility for CTH if a need arises). Current Shift: FT;
Please submit candidates who are available 24/7. (Current need is for M-F, 8:30 am to 6 pm MST. Preference is for candidates who can work any shift.)

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, resubmission, data modification, resolving username and password problems, verifying proper application setup, and troubleshooting chat/email issues. Our center will be open 24/7/365 with a few major holidays off. We offer flexible shifts (which may include evening, overnight and weekend opportunities).

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.
• Candidates need to have strong customer service and aptitude of technical ability or experience.
• Candidates need to have prior mortgage knowledge (how to calculate, mortgage terminology, worked previously for a mortgage company, etc.)
• 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:
Training will be client specific.

Interview Information:
Candidate interviews will be in person at the SLC site. Please know your candidate's availability to interview (over several days) at the time of submission for prep. Due to Covid-19, candidates will be able to interview via Zoom/phone & allowed to work from home for time being. Expectation is to return to working on site once restrictions have been lifted.