Technical Support Analyst

Job Description

Technical Support Analyst

8am-5pm PST/10am-7pm CT /11am-8pm EST

Hybrid

Wilmington, DE/Lewisville, TX/Springfield, IL/Tallahassee, FL/Sacramento, CA

The Technical Support Analyst position within the support organization is primarily responsible for working with financial customers to help with inquiries related to the Lien Perfect for Lenders software and products. The Technical Support Analyst develops a high-level knowledge of the Lien Perfect products and couples that with technical knowledge of Microsoft enterprise systems and related information technologies to validate customer questions and triage customer inquiries.


The Technical Support Analyst primary role is to respond to all customer inquiries regardless of the inbound support channel: online case, phone, email, chat, etc. for questions of a technical nature. This role will occasionally require overtime, including weekends based on customer inquiry trends/needs. Travel is not typically required for this position.


Position Responsibilities

• Provide technical case support (all channels) for all Lien Perfect customers and other internal CSC teams using the then-current tools available to the Support organization.
• Collaborate with a distributed team, including development, quality assurance, project management, and product management teams to support quality software in a fast-paced environment.
• Work independently and with minimal supervision, making sound decisions based on previous experience and with an understanding of the Lien Perfect products and customer base.
• Document all customer issues in the CSC case tracking system and assign or document appropriate solutions to the customer issue.
• Provide appropriate solutions to all customer inquiries.
• Review knowledge base solutions to ensure overall quality of our knowledge base and online support capabilities.
• Develop proficiency in all Lien Perfect products from a technical perspective.
• Perform release testing, as required, of customer scenarios both prior to and after a new Lien Perfect product release. Testing is a shared responsibility, including triage of new product releases and identifying potential required software enhancements.
• Assist on various projects as assigned.
• Learn new technology and experiment with potential internal efficiency solutions.
• Demonstrate consistently exemplary standards of ethical conduct.
• Coach and mentor more junior team members.

Position Qualifications and Requirements

• Relevant software or customer service support experience.
• High standards of customer service and support, honesty, and integrity.
• Proficiency with Microsoft products.
• Ability to quickly learn CSC technologies.
• Ability to accurately and completely document case information into the CSC case tracking software.
• Excellent problem-solving skills.
• Able to work appropriate hours to complete tasks, meet goals and support required travel.
• Strong, positive attitude and work ethic desired.
• Strong team focus but discipline to work independently.
• Excellent written and verbal communication skills with the ability to develop strong and lasting relationships with team members from other departments.

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About Us

CSC is a global business, legal, and financial services company based in Wilmington, Delaware, USA, providing knowledge-based solutions to clients worldwide. We have offices and capabilities in over 140 jurisdictions in the Americas, Europe, Asia Pacific, and the Middle East, and more than 8,000 colleagues. We are the business behind business.®


Visit our careers site to learn more about CSC and our commitment to our clients, communities, and each other.


CSC is committed to creating a feeling of belonging through a diverse and growth-oriented environment where everyone is valued.


CSC colleagues have global career opportunities and excellent benefits, including annual success-sharing bonuses or commission plans based on individual performance. To learn more, visit cscglobal.com/service/careers.


We offer a range of support to colleagues with disabilities, ensuring people have the necessary resources to thrive in their roles. We encourage candidates to work closely with our talent acquisition partners to convey their specific needs. Our commitment to accessibility reflects our broader dedication to diversity and belonging,


CSC only accepts resumes from employment agencies that are part of our approved supplier program. Resumes submitted from other agencies either to talent acquisition, our hiring leaders, employees, or through any other mechanism other than our supplier process, will not be eligible to claim related fees and the submitted resumes will be considered property of CSC.


We encourage candidates to apply directly to our website and not through third-party sources.

Disclaimer: The information above describes the general nature and level of work performed by employees in this role. It is not intended to describe all duties, responsibilities, and qualifications.

About the Team

At CSC®, we're always looking ahead, finding ways to innovate, challenge the status quo, and anticipate the needs of our clients. We exceed expectations by adapting client ambitions and goals as our own. This Fierce Client Spirit has helped us adapt and create solutions that have enabled businesses to run smoother and smarter for more than 125 years. It's also the reason we're the trusted partner of many of the world's most successful organizations.


CSC is committed to attracting, developing, and retaining talented people whose values align with ours. We empower our colleagues to bring the right solutions to market to meet client demand. That's why we are the leading provider of business administration and compliance solutions.

• CSC is a great place to work with smart and dedicated people.
• We have won several employer recognition awards, including Top Workplace USA, Great Places to Work India, and Built In's Best Places to Work.
• We offer fulfilling work and career opportunities. Most positions are filled with internal moves and employee referrals.
• Employees are eligible for Success Sharing, bonuses, or commission plans based on role and individual performance.
• CSC offers a competitive and comprehensive benefits package that includes annual leave, tuition reimbursement, referral bonuses, and more.
• As business needs allow, CSC offers hybrid or remote work schedules in alignment with local regulations. Specific details for this position will be discussed during the interview process.