Responsibilities
- Advise customers on best practices for using (application) AIQ in an efficient and effective manner
- Research, troubleshoot and resolve customer issues, as well as communicate status to customer
- Fully document all issues and solutions in the support ticketing system and in accordance with Standard Operating Procedures (SOP)
- Log into the phone system during your assigned shift, to accept and respond to incoming customer calls
- Escalate product defects and enhancement requests via JIRA to the Level 2 team
- Develop and maintain deep of technical knowledge of how AIQ is deployed and configured in the Cloud
- 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 knowledgebase articles and other informational documents to be shared with customers
- Demonstrate strong follow-through and consistently keep commitments to customers and employees
- Be available for weekend and after-hours on-call production support as needed
Knowledge and Experience
- Minimum 2 years of experience providing technical support/customer service in a B2B environment
- 1-3 years of experience in the mortgage lending and financial services market
- 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
- Proven ability to create and maintain strong customer relationships
- Ability to work efficiently and independently
- Ability to work under pressure and time constraints, handling multiple tasks simultaneously
- Initiative and strong sense of ownership
- Solid understanding of API technologies (SOAP, REST)
- 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)
