Responsibilities
- Handle incoming support tickets from multiple communication channels, including internal staff and external clients communicated through frontline teams.
- Evaluate and rank support requests by urgency, time constraints, and financial impact.
- Forward unresolved cases to the appropriate technical or support teams for resolution.
- Adhere to defined response and resolution timelines outlined in Service Level Agreements.
- Deliver timely first responses and maintain ownership of issues until fully resolved.
- Gather and summarize feedback from both internal and external users to identify areas for product enhancement.
- Examine patterns in support data to suggest improvements to products or services.
- Develop and update a centralized Knowledge Base with documented solutions and recommended procedures.
- Provide clear, sequential instructions to help users resolve technical problems.
- Conduct remote diagnostics and troubleshooting as needed.
- Support management with special assignments and additional duties as required.
Benefits
- Work in a progressive organization leading innovation in construction finance with access to advanced tools and technology.
- Benefit from a flexible work culture that supports work-life balance.
- Contribute to a national initiative transforming construction financing and supporting builders, developers, and homeowners across the country.
- Receive full employer-paid medical insurance premiums, including options for PPO and HSA-linked plans.
- Get an annual employer contribution to your Health Savings Account, prorated from your start date, if enrolled in the HSA plan.
- Earn a competitive salary that reflects your skills and dedication.
- Accrue 15 days of paid time off annually to rest and recharge.
- Enjoy 10 paid company holidays each year for personal and family time.
- This employer values diversity and is committed to equal opportunity employment, welcoming applications from all qualified individuals.
Compensation
Competitive Compensation – We offer competitive wages that reward your expertise and hard work.
Work Arrangement
On-site
Team
Not specified
Other
- This is a full-time, exempt position.
- Job duties may change without notice.
Not specified
