Technical Support Engineer providing frontline support for enterprise customers in the fleet mobility industry. Collaborating with product teams to resolve complex technical issues and improve product quality.
PS
PPE Technical Support Specialist
Posted 4 months ago
About the role
- PPE Technical Support Specialist at Perseus Group, providing technical support for Optimal Blue Product customers. Involves issue resolution, customer training, and support for sales clients.
Responsibilities
- Supports Emerging/Inside Sales Clients via chat messaging, email, telephone/video calls.
- Serves as liaison between end-users of the Product and Pricing engine and Optimal Blue to ensuring issue resolution, timely responses to questions and overall system support.
- Track and identify business trends that could result in potential jeopardy of the customer account.
- Communicates business trends and/or operational issues or other information that may impact client satisfaction with the appropriate internal parties like sales or client success.
- Maintains ongoing knowledge of the system to ensure appropriate level of customer service and issue resolution.
- Plays a key role in the training of clients on enhancements, new systems, or procedures.
- Consults with senior peers on non-complex projects to learn through experience.
- Achieves satisfactory ratings for all performance metrics i.e. “Rules of the Road” or other communicated requirements.
- Ensures timely completion of assigned projects while performing day-to-day customer support.
Requirements
- Typically requires at least two (2) years of mortgage experience and/or demonstrated technical capabilities.
- Mortgage pricing and/or Secondary/lock desk experience and/or experience with Optimal Blue Product and Pricing engine preferred.
- Excellent customer service skills to include a proactive instead of reactive approach to issue resolution.
- Excellent verbal and written communication skills.
- Ability to follow established processes and procedures to resolve customer related issues.
- Ability to work 10am to 7pm CST, Monday through Friday.
Benefits
- Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).
- The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.
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