Customer Support Analyst Job in Houston 77042, Texas Us
Our client in Houston, Texas is currently seeking a Customer Support Analyst for a 6 month contract opening.
Position Summary:
The Tier 1 Support staff is responsible for managing inquiries/issues directed to the RealEC Support Desk – whether via phone, fax, and/or email. Also, escalates issues that need to be resolved by another RealEC team.
Duties:
Customer Support
First tier of support to RealEC customers (lenders, providers, etc.)
-Answer calls to Support Desk
-Troubleshoot issues
-Handle faxed or emailed requests
-Create issue ticket and close it when resolved
-Monitor manage REC errors
-Escalate issues in a timely manner to the appropriate team within RealEC
Ex. Tier 2, billing, client services, sales
- Ensure that the requestor’s issue is resolved and the ticket closed
Other Items
- Provide assistance to other RealEC teams
Ex. contacting providers during a lender deployment
- Update knowledge-base system with issues/resolutions
- Assist in account setup and maintenance
- Identify enhancement opportunities and forward to appropriate resource
All Operations Team members are to be cross-trained in other team members’ functions so that they are able to step in as needed for the benefit of the team.
Education:
• Some college/upper level coursework-Degree recommended
Experience:
-Mortgage Industry or technology background preferred but not mandatory.
-Experience in a technical call center envirionment preferred.
-Customer service experience strongly preferred.
-Specific Skills:
• Good PC skills, including basic knowledge of Microsoft Office
• Good communication skills - both written and oral
• Some financial experience helpful
• Industry knowledge a plus, but not required
• Excellent business and telephone etiquette skills
• Experience with XML helpful, but not required
Experience with a Help Desk ticketing system and documenting help desk issues preferred.
About Technology Service Partners, Inc.
Headquartered in Jacksonville, Florida, Technology Service Partners, Inc. is a wholly-owned subsidiary of Computer Science Corporation (NYSE:CSC). Please visit our website at http://tspi.com or contact us at (904) 296-2312 with any questions or to obtain additional information.
CSC through its affirmative action efforts, actively seeks, employs and retains the most qualified individuals; provides equal opportunity for all aspects of employment, including training, education and promotions; and lawfully conducts these and all company-sponsored activities in a manner not discriminatory toward any individual because of their race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age (over 40), genetic information, disability or U.S. veteran status.