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Take inbound calls to provide the customer with technical assistance. Provide front-line technical support to end users on system and application support. Identify; research, troubleshoot, and resolve software problems. Receive requests from end users via telephone, Intranet, or email. Create trouble tickets and prioritize requests. Track and document activity and problem resolutions as well as resolve moderately complex to complex requests, such as problems with proprietary applications or the more difficult technical problems. Respond to requests and escalate appropriate requests to IT support groups. Track and record client information and resolution of problems and be proficient in all skills, policies, procedures, and protocol required to complete assigned tasks. This Department supports loan origination systems. You will be working to support all mortgage related positions. 85% of the calls are first-call resolved. 15% are escalation calls with follow-up call requirements. Handle questions towards applications (internal application systems). Broad knowledge of troubleshooting procedures and good analytic skills Ability to work in a high volume help desk environment Good understanding of networking technology Very good customer service and communication skills Must be able to multi-task.
Keywords:Entry level, technical, IT, tech, TSE, BPO, support,Performance Management, Relationship Manage
