Job Description
Job Description
*** Candidates for this position will be required to work IN the Brentwood, TN office a MINIMUM of 3 days per week AFTER a 90-day IN-OFFICE PROBATIONARY PERIOD. Wednesdays are mandatory in-office days. ***
DUTIES:
* Provide front line support for Integra clients. This includes answering incoming phone calls and responding to emails within the Service Level Guideline standards.
* Capture all pertinent information during client interactions, and create new support tickets in with all relevant data and information.
* Follow-up, track, and document issue progress.
* Communicate with the client on the status of ongoing issues.
* Troubleshoot simple-to-complex issues with the EPIC LOS system and related systems.
* Work with development and quality assurance departments to understand and replicate issues.
* Provide possible workarounds to client.
* Provide manual testing steps and examples in JIRA ticketing system for development department when a software code problem is identified.
* Provide clients with lending document updates when requested.
* Send notifications of software updates to client base.
* Provide software training to Integra clients via remote training sessions.
Desired Experience:
* 3 years of customer service experience is mandatory (customer service experience in an IT and/or banking environment is preferred).
* 3 years of experience with mortgage, consumer, and/or commercial lending through a
Job Description
*** Candidates for this position will be required to work IN the Brentwood, TN office a MINIMUM of 3 days per week AFTER a 90-day IN-OFFICE PROBATIONARY PERIOD. Wednesdays are mandatory in-office days. ***
DUTIES:
* Provide front line support for Integra clients. This includes answering incoming phone calls and responding to emails within the Service Level Guideline standards.
* Capture all pertinent information during client interactions, and create new support tickets in with all relevant data and information.
* Follow-up, track, and document issue progress.
* Communicate with the client on the status of ongoing issues.
* Troubleshoot simple-to-complex issues with the EPIC LOS system and related systems.
* Work with development and quality assurance departments to understand and replicate issues.
* Provide possible workarounds to client.
* Provide manual testing steps and examples in JIRA ticketing system for development department when a software code problem is identified.
* Provide clients with lending document updates when requested.
* Send notifications of software updates to client base.
* Provide software training to Integra clients via remote training sessions.
Desired Experience:
* 3 years of customer service experience is mandatory (customer service experience in an IT and/or banking environment is preferred).
* 3 years of experience with mortgage, consumer, and/or commercial lending through a
Lending Software Support Analyst in brentwood at Unknown Company
This position is listed as full time and able to be worked remotely.