Application Support Engineer

Rocket Companies

1d • $48,000 - $117,500

About The Position

As a Application Support Engineer, you will be the lifeline for all users of our platforms and technology. You will handle all incoming requests for assistance and work to resolve issues, while giving exceptional customer service to both internal and external clients. You will also be responsible for leading the way in building, connecting, and supporting systems and enterprise-wide applications that help propel our business forward across multiple company ecosystems. About the role You make it a priority to understand the business you support, including the different roles and responsibilities across the company, soliciting feedback where appropriate to ensure systems implementations produce the desired results. You will collaborate with internal and external departments like Training, Analytics, Vendor Partnerships, Engineering, Finance, and IT to ensure seamless execution of important tasks and company initiatives. You use your technical expertise to guide key decisions related to systems. Maintain responsibility for system and user administration for the entire organization Identify and learn appropriate software used and supported by the organization You’ll evaluate, troubleshoot root cause issues and resolve inquiries that come in through Zendesk or email within established SLA’s. Actively lead or participate in projects related to systems integration, including tasks like mapping, design, testing and support for platforms, software, and integrations. You will partner with end-users like employees and managers to identify process or efficiency opportunities for systems and begin to implement those improvements. You train and educate employees and end users on systems, integrations, hardware (like equipment), and changes that occur and help create process and training materials as needed. You may assist with implementing various internal and third party integrations within internal systems, and assist with building internal proprietary systems and process migrations.

Requirements

• Associate’s degree/Bachelor's degree in computer science, information systems and 0-4 years of related experience in managing enterprise platforms and solutions
• Strong customer service skills
• Ability to work Eastern or Central Time Zone hours
• Passion for working with and learning new technologies
• Ability to effectively prioritize and execute tasks in a fast-paced environment
• Experience with CRMs like Zendesk.
• Ability to quickly learn new software and help drive implementation and adoption across the company.
• Knowledge of Microsoft Office Suite a plus
• Ability to travel for quarterly team and company events and meetings

Nice To Haves

• Title & Escrow industry experience
• Administrative knowledge of title production softwares such as Qualia, Resware, or Softpro is highly regarded.

Responsibilities

• Handle all incoming requests for assistance and work to resolve issues
• Give exceptional customer service to both internal and external clients
• Building, connecting, and supporting systems and enterprise-wide applications
• Maintain responsibility for system and user administration for the entire organization
• Identify and learn appropriate software used and supported by the organization
• Evaluate, troubleshoot root cause issues and resolve inquiries that come in through Zendesk or email within established SLA’s
• Actively lead or participate in projects related to systems integration, including tasks like mapping, design, testing and support for platforms, software, and integrations.
• Partner with end-users like employees and managers to identify process or efficiency opportunities for systems and begin to implement those improvements.
• Train and educate employees and end users on systems, integrations, hardware (like equipment), and changes that occur and help create process and training materials as needed.
• Assist with implementing various internal and third party integrations within internal systems, and assist with building internal proprietary systems and process migrations.

Benefits

• Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too!
• We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life.
• We are proud to offer eligible team members perks and health benefits that will help you have peace of mind.
• Simply put: We’ve got your back.
• Check out our full list of Benefits and Perks.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree