IT Support Specialist

IT Support Specialist

Dallas, TX 75219

Long-Term contract

• Support: Provide technical assistance to internal staff and clients, answering inquiries via phone, email, or MOJO Ticketing System.
• Knowledge Base: Provide the customer with updated documentation, including help manuals, FAQs, and training materials, to ensure users have access to information.
• Documentation: Document technical processes, contribute to the knowledge base, and help improve internal workflows.
• Escalation: Identify and escalate complex technical issues to appropriate teams for resolution. Attach PCF, Request/Response files from IT if needed, all Screen Shots from customer system and a recording if possible. This will allow PDM to quickly get a picture of what the customer is experiencing and test with customers' file to get a resolution.
• Troubleshooting and Problem Solving: Diagnose and resolve technical issues related to mortgage software, such as errors, unexpected behavior, or software malfunctions.
• Stay Updated: Keep abreast of software updates, new features, and user feedback to provide the best possible support.
• Receive calls through 8X8 calling system: assist customers with issues/problems
• Create MOJO Tickets for all calls received via 8X8 calling system. All Customers must be given their MoJo ticket number before getting off the call.
• MOJO Callbacks: Work all tickets coming into customer facing MOJO and respond to the customer as quickly as possible.
• Create IFR # in Bugzilla, Jira, or Fogbugz as needed for issues/enhancements: make sure these are all in escalation format.