Client Support Specialist

Job Purpose

The Client Support Specialist acts as a support resource to our customer base utilizing Simplifile products, services, platform technologies, and workflows. The Client Support Specialist endeavors to deliver complete resolutions in a timely and consistent manner to address our customers' questions, concerns, and errors encountered in their use of, and interaction with Simplifile product and services within their business.

Responsibilities

• • Leverage technical expertise to assist clients in the use of their ICE Mortgage Technology software solutions
  • Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned
  • Drive service level attainment to departmental standards
  • Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates
  • Recognize and respond accordingly to systemic customer-impacting problems
  • Participate in the product defect/enhancement closed loop process by accurately identifying defects and enhancements, and communicating status updates to the client
  • Understand and follow company and departmental guidelines and policies for customer interaction
  • Maintain and promote consistent behaviors and delivery across the team
  • Manage case backlog to departmental standards
  • Effectively use knowledge base, along with all resources available to drive resolution
  • Thoroughly and accurately document details of all client interactions in CRM system

Knowledge and Experience

• Three (3) years' experience in a customer-facing technical support role or 1 year experience and a bachelor's degree or equivalent
• Demonstrated relevant competency in the following areas - Desktop and Mobile browser troubleshooting, Microsoft Office products, Windows Desktop including Windows Registry
• Proven effectiveness in a role that requires multi-tasking and strong customer soft skills
• Demonstrated ability to confidently deliver solutions and resolve issues
• Team-oriented, demonstrates a professional and cooperative attitude
• Exhibits flexibility, can multi-task several priorities to completion, finishes ad hoc projects and requests when needed
• Experience working in a SaaS environment
• Prior Encompass experience a plus
• Familiar with Client/Server Architecture and network troubleshooting tools such as Traceroute, Ping or nslookup
• Familiarity with Splunk or other log analyzer tools
• Makes timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordingly
• Communicate effectively via written and spoken language; comprehends problems, urgency, and desired outcome in the absence of perfect information; shares information and ideas with others; conscientious listener
• Maintain composure and professionalism under high-pressure conditions; open-minded; solicits feedback
• Analytical; proactive; creative problem solver
• Bias for action; willingness to affect positive change; adaptable and committed to the success of our customers
• Act with integrity; demonstrate adaptability; execute consistently against job responsibilities

Preferred Knowledge and Experience

• Plan and self-manage work efforts to goals and department/team objectives.
• Possesses a basic understanding of business-to-business software applications utilized in complex multi-user environments that are both desktop application based and fully web-based.
• Drives Results: Is able to consistently demonstrate achievement of results toward goals and objectives. Persistent; Empowered; Promotes and appropriately encourages others to meet/exceed goals.
• Manages Ambiguity: Demonstrates an ability to remain productive and function effectively in the role when situations are uncertain, unclear, or where situational information is not complete. Adaptable; Flexible; Resilient.
• Manages Complexity: Obtains relevant diagnostic information and apply to issue analysis and resolution efforts. Possesses the capability, capacity, and patience to collect and consider complex, large quantities, and/or potentially contradictory information in the process of triage, problem analysis, and resolution.
• Critical thinking; Problem solving.