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Technical Support Analyst
Troy, MI

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Posted 2/07/2019

Required Skills

  • Bachelor’s degree or academic equivalent
  • 3-5 years of experience providing technical support / customer service
  • 3-5 years of experience in the mortgage lending and financial services market
  • Solid understanding of API technologies (SOAP, REST)
  • Broad understanding of cloud technologies
  • 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

  • Advise customers on best practices for using company applications in an efficient and effective manner
  • Research, troubleshoot and resolve customer issues, as well as communicate status to customer
  • Fully document all issues and solutions in the support ticketing system (Zendesk) and in accordance with Standard Operating Procedures (SOP)
  • Log into the phone system during your assigned shift, to accept and respond to incoming customer calls
  • Escalate product defects and enhancement requests via JIRA to the Level 2 Sustaining Engineering Team
  • Develop and maintain deep of technical knowledge of how company applications are 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
  • Demonstrate strong follow-through and consistently keep commitments to customers and employees
  • Be available for weekend and after-hours on-call production support as needed

Reliance One, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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RELIANCE ONE, INC.

1700 Harmon Road, Suite One

Auburn Hills, MI 48326

248-922-4500


Copyright 2015 Reliance One, Inc.

All rights reserved.