Support Analyst Job Description Template
Our company is looking for a Support Analyst to join our team.
Responsibilities:
- Resolve claims issued by brokers and custodians;
- Ideal candidate would have previous employment with Audio Visual (AV) support responsibilities in the AV industry and superior customer service;
- Rebook trades due to discrepancies in commission, fees, broker, etc;
- Proactively identify issues;
- Perform on-site technical work to install and maintain conferencing and meeting technology equipment and software applications;
- Work with traders to ensure trade details are entered accurately;
- Monitor and resolve failed trades;
- Ensure that all settlement issues are handled properly;
- Respond to customer ticketing requests by phone call or in-person to diagnose and repair hardware and software issues;
- Allocate trades across all products in the relevant order management systems.
Requirements:
- Willingness to learn and champion change. Physical requirements;
- Technology support or other technology background helpful;
- Able to lift hardware equipment that weighs up to 30 lbs. from the floor and safely carry up 2 flights of stairs or load onto a pull cart;
- Ability to operate and troubleshoot Audio Visual equipment and systems, like;
- Setup, install, removal of A/V hardware and software;
- Ability to operate related AV technologies required for the job, i.e. Town Hall events, conference room meetings, video conference based events;
- Experience developing with Oracle or DB2 databases;
- 2+ years’ recent mortgage industry experience required;
- 1 year of experience working in Linux or UNIX operating systems;
- Strong interpersonal and communication skills;
- Special Knowledge/Skills;
- Ability to remain calm under pressure;
- Power User of Windows operating system;
- Assist, diagnose, resolve any problems related to the networking of meeting technology equipment;
- Loan Processing, Loan Closing, or other frontline loan origination experience preferred.