Job description
In order to service our growing customer base, we are looking for highly motivated individuals to add to our technical support staff. This position will be part of a highly collaborative, driven team that works closely together to handle client technical support. The Software Support Analyst is the first line in resolving customer issues with our proprietary loan servicing software Nortridge Loan System.
Responsibilities:
· Provide support to our clients through phone, email or portal submission
· Research, diagnose, troubleshoot and identify solutions to resolve customer issues
· Document detailed record of interactions with customer’s reported activities and completed solutions along with any further actions required in the ticket system
· Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
· Increase personal technical knowledge by reading user manuals and training videos
· Collaborate with team members to research and resolve problems
· Perform other related duties as assigned
Requirements and Skills:
· Customer service focus
· Strong analytical and technical skills
· Ability to collect, organize, analyze and disseminate significant amounts of information.
· Collaborative mindset
· Ability to communicate technical information in an accessible manner to non-technical users
· Excellent problem-solving and troubleshooting skills
· Process improvement mindset
· Experience in related software support position is required.
. Experience in loan origination and/or loan servicing is preferred.
· Experience in financial services industry or similar business and/or working knowledge of business concepts like finance and accounting is preferred
. Basic knowledge of SQL, either MS SQL or Oracle is preferred.
. Highly professional, disciplined self-starter, in addition to working independently as well as within a team in an entrepreneurial environment.
Job Type: Full-time
Pay: $55,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Help desk: 2 years (Required)
- Windows: 2 years (Required)
- Software support: 2 years (Required)
Ability to Commute:
- Foothill Ranch, CA 92610 (Required)
Ability to Relocate:
- Foothill Ranch, CA 92610: Relocate before starting work (Required)
Work Location: In person
