TIER 1 SUPPORT SPECIALIST in Plano, TX at HUNTER Technical Resources

Date Posted: 1/8/2020

Job Snapshot

  • Employee Type:
  • Location:
    Plano, TX
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

Tier 1 Support Specialist - Plano, TX


If you are looking to join an innovative technology company that' s poised to revolutionize the real estate/mortgage industries, then we' d love to have you join us. The Tier 1 Customer Support Specialist is responsible for providing outstanding service and support to our clients, Implementation and Training team. Any person in this role must achieve and maintain a thorough knowledge of all products. This Specialist works closely with and complements the Implementation Team providing product knowledge, insight, best practices, and conducts client training as required.

Essential Functions
  • Provide outstanding client service by responding to phone calls, email, and personal requests for technical support in a timely manner
  • Establish, maintain, and increase client satisfaction through professional, courteous, and caring service.
  • Document, track, and monitor problems to ensure a timely resolution using the tools available for those needs.
  • Follow up with clients on issue resolution and product satisfaction
  • Maintain the client support portal and other support mechanisms with up-to-date information.
  • Understand how and when to redirect problems that require more detailed or onsite solutions.
  • Manage all outstanding issues with the assistance of the Product Management Team and the Development Team
  • Contribute to company vision and direction by helping improve technical practices, as well as assisting in choosing key technologies and issues to address in a rapidly growing company.
  • Regular, consistent, punctual attendance is required.
  • Ability to foster, develop and maintain professional and collaborative working relationships. Must be able to get along with others internally and externally on all fronts.
  • Ability to interact effectively and professionally with all levels of management, employees and customers by email, phone and in person
  • Must be personable, positive, and a professional representative of the Company at all times.

Essential Functions Continued
  • Must be able to work 40 hours per week in 8-hour shifts between 6am 10: 00pm, Monday through Saturday. After-hours on-call availability may be necessary outside of these times.
  • Periodically/as-needed review closed tickets for:
    • knowledge gaps
  • QA Testing when required by supervisor.
  • Work with Implementation on tasks (temp libraries, Test orders, Etc.)
  • Must have the ability to accept supervision.
  • Perform other duties as needed and assigned by supervisor.

Knowledge/Skills/Experience Required
  • High school diploma Required
  • Client service and problem-solving skills.
  • Excellent verbal and written communication skills.
  • Strong attention to detail and organizational skills.
  • Proficient in Microsoft Office Suite.