Single Family Marketing Engagement - Technology Services - Associate

Fannie Mae • Reston, VA

111d • $77,000 - $95,000 • Remote

About The Position

As a valued colleague on our team, you will monitor and assist with responses to customer support requests, identify and document errors in products, and support the team in troubleshooting and developing solutions to product errors all while operating under direct supervision and escalating to more experienced staff as needed. The SF Market Engagement - Technology Services - Associate role will offer you the flexibility to make each day your own, while working alongside people who care so that you can deliver on the following responsibilities.

Requirements

• Bachelor's Degree or equivalent.
• Skilled at presenting moderately complex information and ideas in a clear, engaging, and positive manner.
• Experienced in collecting accurate data to explain concepts and address critical questions.
• Proficient in analyzing data to identify trends, patterns, and relationships that inform actionable insights.
• Ability to conceptualize ideas as systems, analyzing inputs, outputs, and processes for optimization.
• Capable of identifying root causes of operational issues and recommending corrective actions.
• Basic understanding of core technologies, including Firewalls, SFTP, REST, SOAP, gateways, and networks.
• Skilled in gathering and incorporating feedback from clients and key stakeholders.
• Adept at creating documentation, recommending process enhancements, and collaborating on problem-solving and design initiatives.
• Basic knowledge in managing support cases/tickets, following escalation procedures, performing root cause analysis, and creating Knowledge Articles to streamline troubleshooting.

Responsibilities

• Monitor and respond to ticketing system requests for critical or systematic errors in products.
• Support the team with identifying errors in products and determining their source.
• Contribute to the team's work in troubleshooting product errors and recommending solutions to fix them while escalating to more experienced staff as needed.
• Work with other development groups to deploy updates.
• Install and maintain common technology hardware and software.

Benefits

• Broad range of Health, Life, Voluntary Lifestyle, and other benefits and perks that enhance an employee's physical, mental, emotional, and financial well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree