PPE Technical Support Specialist
PPE Technical Support Specialist
Summary:
As a member of the PPE Technical Support team, the PPE Technical Support Specialist provides users of the Optimal Blue Product and Pricing Engine with excellent customer service, issue resolution and education/training on new product updates and enhancements.
Please note, the candidate for this position must be willing to work 10am to 7pm CST, Monday through Friday.
Responsibilities:
Supports Emerging/Inside Sales Clients via chat messaging, email, telephone/video calls.
Serves as liaison between end-users of the Product and Pricing engine and Optimal Blue to ensuring issue resolution, timely responses to questions and overall system support.
Track and identify business trends that could result in potential jeopardy of the customer account.
Communicates business trends and/or operational issues or other information that may impact client satisfaction with the appropriate internal parties like sales or client success.
Maintains ongoing knowledge of the system to ensure appropriate level of customer service and issue resolution.
Plays a key role in the training of clients on enhancements, new systems, or procedures.
Consults with senior peers on non-complex projects to learn through experience.
Achieves satisfactory ratings for all performance metrics i.e. “Rules of the Road” or other communicated requirements.
Ensures timely completion of assigned projects while performing day-to-day customer support.
Requirements:
Typically requires at least two (2) years of mortgage experience and/or demonstrated technical capabilities. Mortgage pricing and/or Secondary/lock desk experience and/or experience with Optimal Blue Product and Pricing engine preferred.
Excellent customer service skills to include a proactive instead of reactive approach to issue resolution.
Excellent verbal and written communication skills.
Ability to follow established processes and procedures to resolve customer related issues.
Ability to work 10am to 7pm CST, Monday through Friday.
FLSA Designation (US Only):
Salary Range (US Only):
Other Compensation (US Only):
Benefits (US Only):
Time off (US Only):
Average salary estimate
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