Product Support Analyst - Technical Ellie Mae
THIS JOB HAS EXPIRED Description
The Tier 1 Technical Client Care Agent acts as a front-line technical resource to our client base for Ellie Mae products, services, and for supporting platform technologies. The Tier 1 Technical Client Care endeavors to deliver complete resolutions, in a timely manner, and consistently, to address clients? technical questions and concerns with the installation, configuration, and use of their Ellie Mae product. The Technical Client Care Agent will escalate to a Tier 2 Client Care Agent based on defined case management criteria to ensure completeness of service and problem resolution within departmental guidelines.
Primary duties and responsibilities:
Leverage technical expertise to assist clients in the use of their Ellie Mae software solutions.
Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned.
Drive service level attainment to departmental standards.
Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates.
Recognize and respond accordingly to systemic customer-impacting problems.
Participate in the product defect/enhancement closed loop process by accurately identifying defects and enhancements, and communicating status updates to the client.
Understand and follow company and departmental guidelines and policies for customer interaction.
Maintain and promote consistent behaviors and delivery across the team.
Manage case backlog to departmental standards.
Effectively use knowledge base, along with all resources available to drive resolution.
Thoroughly and accurately document details of all client interactions in CRM system.
Skills and knowledge requirements:
One or more years experience in a customer-facing technical support role or equivalent.
Demonstrated relevant competency in one or more areas ? Ellie Mae (or industry related) products and services, or client-server business systems software.
Demonstrated competency in Windows server platform, Microsoft SQL database, relevant web technologies, and networking.
Proven effectiveness in a role that requires multi-tasking and strong customer soft-skills.
Demonstrated ability to confidently deliver solutions and resolve issues.
Team-oriented, demonstrates a professional and cooperative attitude.
Exhibits flexibility, can multi-task several priorities to completion, finishes ad hoc projects and requests when needed.
Exhibit high regard for teamwork and collaboration.
Makes timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordingly.
Communicate effectively via written and spoken language; comprehends problems, urgency, and desired outcome in the absence of perfect information; shares information and ideas with others; conscientious listener.
Maintain composure and professionalism under high-pressure conditions; open-minded; solicits feedback.
Analytical; proactive; creative problem solver.
Bias for action; willingness to affect positive change; adaptable and committed to the success of our customers.
Act with integrity; demonstrate adaptability; execute consistently against job responsibilities.
||Omaha, NE |
THIS JOB HAS EXPIRED