Technical Support Lead in Plano, TX at HUNTER Technical Resources

Date Posted: 5/4/2020

Job Snapshot

Job Description

Technical Support Associate -- Plano, TX

Essential Functions

  • Provide outstanding client service by responding to phone calls, email and personal requests for technical support in a timely manner.
  • Become a SME support expert
  • Primary point of contact for real-time guidance to team members as they encounter technical issues brought to their attention through our support channels.
  • Provide investigate research for support tickets where immediate assistance may not be possible and supply your findings to the appropriate parties.
  • Work closely with our DEV team by providing bug reports accompanied by your research and recommendations based on your findings.
  • Ensure that your Support teammates are kept abreast of known issues that arise from feature releases, regular deployments or general discovery.
  • Establish, maintain, and increase client satisfaction through professional, courteous and caring service.
  • Responsible for weekly reporting to include team metrics, customer trends, issues or requests to Ops Manager.

Knowledge/Skills/Experience Required

  • Must be personable, positive, and always exude leadership qualities.
  • Associates Degree (preferred)
  • Basic knowledge of the Mortgage Industry and the Title Industry (preferred)
  • Strong troubleshooting skills and ability to follow procedure.
  • Must be experienced with MS Excel and Salesforce.