Product Support Analysts at Omaha

On Call Technical Staffing has partnered with a Software Provider in Omaha, NE that has multiple Direct Hire opportunities available for Product Support Analyst.

Summary of Responsibilities:

The Product Support Analyst - Industry acts as a mortgage industry specialist relevant to the use and application of company products and services. The Product Support Analyst will deliver complete resolutions, in a timely manner, and consistently, to address clients questions and concerns with the user interface, documents, and tools available in the company product.

Primary duties and responsibilities:

• Leverage mortgage industry experience to assist clients in the use of 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.
• 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 department standards.
• Manage continuous inbound customer enquires via multiple channels; prioritize and escalate based on recognized business impact; self-manage case backlog to acceptable levels.
• Effectively use knowledge base, along with all resources available to drive resolution.
• Thoroughly and accurately document details of all client interactions in CRM system.

Qualifications, Skills & Experience:

• Three or more years loan officer, account executive, funding, document drawing or underwriting experience
• Experience using desktop loan origination software applications.
• 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 using Microsoft Word, Excel, and PowerPoint.
• Exhibit high regard for teamwork and collaboration.
• 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.

Country: USA, State: Nebraska, City: Omaha, Company: On Call Staffing Solutions, Inc.