Services Support Rep

Technical IT Helpdesk Role

This is a technical IT helpdesk role, but not a technician/driving technician role. Candidates MUST have actual IT helpdesk experience, not just customer service.

Location:

Remote. This position will report into a manager sitting in Salt Lake City, UT. All candidates need to have internet access. Client will not remit this expense.

Duration:
Start ASAP. Approx. 3-6 months (CTH/extension possibility (but no guarantees) if need should arise and performance and attendance are strong).

Current

Shift: FT;
Current need is candidates who are available 24/7. Please be sure candidates are available for any shift & confirm availability in prescreen chart. Resumes need to include the Technical/Customer Service Questionnaire (in the resume doc, after the resume portion). Reach out to
*** for this document.

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.
• 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:
Candidates need to have strong customer service and aptitude of technical ability or experience. Training will be client specific.

Interview Information:
Candidate interviews will be via phone/zoom. Please know your candidate's availability to interview (over several days) at the time of submission for prep.