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Technical Support Analyst
Troy, MI

Position No Longer Open

Posted 2/19/2018

Required Skills

  • Bachelor's degree or academic equivalent
  • 1-3 years of experience providing technical support / customer service
  • 1-3 years of experience in the mortgage lending and financial services market
  • Solid understanding of API technologies (SOAP, REST)
  • Broad understanding of cloud technologies
  • Proficiency with Microsoft Office (Excel and Word)
  • Strong knowledge of Microsoft Windows
  • Proficient networking troubleshooting abilities
  • Ability to read and comprehend XML
  • Prior experience using a case tracking system (preferably Zendesk and / or JIRA)

Job Description

  • Log into the phone system during your assigned shift, to accept and respond to incoming customer calls
  • Advise customers on best practices for using DocVelocity in an efficient and effective manner
  • Fully document all issues and solutions in the support ticketing system (Zendesk) and in accordance with Standard Operating Procedures (SOP)
  • Escalate product defects and enhancement requests via JIRA to the Level 2 Sustaining Engineering Team
  • Assist with the deployment of new cloud releases during weekend maintenance windows, via system testing and customer communication/education
  • Develop and maintain deep of technical knowledge of how DocVelocity is deployed and configured in the Cloud
  • Contribute to an environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on doing what is best for the customer
  • Create knowledgebase articles and other informational documents to be shared with customers
  • Be available for weekend and after-hours on-call production support as needed

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1700 Harmon Road, Suite One

Auburn Hills, MI 48326


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