Overview

Position: Support Specialist II

Location: Tustin, CA (Remote)

Position Summary:

Support Specialist ll primarily focuses on supporting the questions and minor technical issues for Loan Officers, Real Estate Partners, and other end-users involving NAF Tech’s product library. Work closely with end-users via email and telephone to ensure all reported issues are examined for user-error, escalated accordingly, and streamlined. As well, deliver above and beyond customer service and contribute to a positive environment.

Responsibilities

· Handles assigned tickets in the ticketing system and phone calls to ensure we meet Service Level Agreement expectations by using Zohodesk & Genesys Cloud.

· Maintain a structured and organized ticket queue in our ticketing system

· Must be knowledgeable of all supported technology platforms.

· Be an expert on all support processes, workflows, and details.

· Create new tickets for inbound phone calls and document the reported technical and customer service issues

· Build rapport with end-users through above and beyond customer service and proactive communication

· Collaborate and escalate technical issues to Support Seniors, Engineers & Supervisors

· Identify high priority issues and respond with a standardized escalation process internally and externally

· Work collaboratively within other departments to provide assistance or solutions to the end-user

· Required documentation for KCS methodology daily and contribution for knowledge base articles monthly

· Contribute to training new Support team members on product functionality and team processes.

· Work alongside Product teams to further understand product features and workflows, with the goal of product improvement and exemplary user experience

· Expectations are not limited to the above and evolve over time due to business needs

Qualifications

1. Excellent written and verbal communication skills

2. Experience with Microsoft Office products

3. Premier Customer Service

4. Troubleshooting abilities

5. Time Management and ability to prioritize tasks

6. Critical Thinking skills

Desired Education/Experience:

1. Product Customer Support experience

2. Mortgage/Real Estate experience or knowledge

3. SAAS or CRM experience

4. Experience working with a helpdesk CRM to support end-users

5. Recent experience working on an end-user knowledge base

Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S.

Other Duties: This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned in order to meet the needs of the organization.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.

[EOE/M/F/D/V. Drug-free workplace.]

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