Level II Support Technician

T itle : Level II Support Technician

Location : Miami,FL, work in the office plan on days per week.

Duration : -month contract to full time

Schedule : M-F pm-pm Eastern and rotation with other Support staff on weekend pm pm Eastern

Position Summary : Provide end users with software-specific application support, loan process and workflow assistance. Researching complex issues for end-user resolution.

Providing a high level of professionalism and exceptional customer service during all interactions with associates and managers across organization

Primary Duties and Responsibilities :

• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of users, executives, managers, and subject matter experts.
• First point of contact in assisting end users in problem solving loan level requests in Encompass.
• Assist users with their daily questions, concerns, and proper usage of all application systems.
• Ensure consistent and accurate documentation is distributed / consistent throughout the team as new workflows and systems are implemented.
• Act as a subject matter expert to review system issues for all applications; including but not limited to Encompass, BOSS, and all other integrated in-house and third-party applications.
• Assist in Onboarding and Security setups.
• Record and document all requests that are received by email or phone calls into the ServiceNow ticketing system.
• Successfully engage in multiple initiatives simultaneously.
• Maintain knowledge of current and newly deployed applications.
• Ability to pick up on trending issues and make suggestions for a better process.
• Ensure all SLAs are met daily.
• Participate in cross-functional training throughout the department and the IT department.
• Perform each task assigned by Manger satisfactory, consistently and on time.

Education and Experience Requirements :

• Minimum of years in the mortgage industry.
• Experience with Encompass LOS
• Mortgage background with + years applying technology solutions within a financial organization.
• Communicate effectively and professionally, in both oral and written communications, with all levels of personnel.
• Must possess strong organizational and leadership skills.
• Ability to work flexible hours including evenings and weekends as necessary.

Physical Requirements :

Requires the ability to operate a personal computer, bend, stoop, reach, lift, move, and carry materials and supplies weighing pounds or less.

Finger dexterity is required to operate a computer keyboard.

Additional Requirements :

• Must have positive attitude, work well under pressure and be a team player.
• Ability to prioritize work to meet project goals.
• Effective listening and critical thinking skills.
• Ability to work independently and within a team environment.
• Effective problem-solving skills with attention to detail
• Strong work ethic.
• Understand and follow posted work rules and procedures.
• Accept constructive criticism.
• Understand and follow company and departmental guidelines and policies.

This description outlines the basic tasks and requirements for the position noted. It is not a comprehensive listing of all job duties of the associate.

Our benefits package includes :

• Comprehensive medical benefits
• Competitive pay

k) retirement plan

• much more!
30+ days ago