Technical Support Analyst

Technical Support Analyst

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.