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Technical Support Analyst
Troy, MI

Position No Longer Open

Posted 8/17/2018

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

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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1700 Harmon Road, Suite One

Auburn Hills, MI 48326


Copyright 2015 Reliance One, Inc.

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