Technical Support Specialist

First American•Usa, SC

About The Position

ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for eleven consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. Provide critical first line support for our customers - primarily internal customers. You will be providing timely support for PC/Laptop, hardware, peripherals, mobile devices and software/applications [including some of which are proprietary; hosted on prem and/or cloud based], by responding to and diagnosing problems via phone, self-service and chat. It may be necessary to escalate to network services, information security, desktop architecture or other “next level” teams. We are a Knowledge-Center-Service organization. Your track record in KCS “UFFA”, initial problem recognition, and quick determination of appropriate resolution or escalation while ensuring an excellent customer service experience supports your success on our team. This job is a peer to the Service Desk Technician Lead level, but intended to be the most technical resource and regarded as the Technical SME within department. This level is intended to follow an Individual Contributor Path rather than a Supervisory/Management.

Requirements

Two-year technical degree or equivalent work-related experience required.
College Degree a plus.
HDI Support Center Analyst or HDI Technical Support Professional Preferred.
ITIL Foundations preferred.
Typically have 5-7 years of directly related experience (such as computer systems or IT support) within a service desk/technical support environment.
Proven excellent customer service skills and telephone etiquette.
Excellent communication, problem solving skills and telephone etiquette.
Strong technical, coaching, and training skills.
Ability to set Service Desk standards and develop guidelines, as well as help others interpret policy.
Current understanding of PC/Laptop, hardware, peripherals, mobile devices, and software/applications [including some of which are proprietary; hosted on prem and/and/or cloud based
Maintains currency and highest level of technical skill in field of expertise.
Advanced knowledge of System Administration functions.
This position requires a high degree of discretion and judgment.
Candidates selected for employment will be required to successfully complete a background check, credit check and drug screening as a condition of employment, where permitted by applicable law.

Responsibilities

Resolving issues that are assigned or warm transferred, providing accurate solutions to customer issues that are unable to be resolved at First Level.
Accountable for Queue Management and SLA’s within their assignment group.
Assists first level with incoming calls, e-mail, chat, and web portal(s) by reading, opening/documenting information into ITSM tickets and resolving or escalating to proper person or department (when necessary).
Serves as a multi-functional Subject Matter Expert and helps coach, mentor, train, and develop Support Apprentices.
Tracks calls and documents issues into IT Service Management software.
Follows Knowledge Centered Support (KCS) and IT Infrastructure Library (ITIL) methodology at a KCS 2+ level.
Maintains current knowledge of relevant products (software and hardware) and support policies to provide accurate solutions to customers and Teammates.
Enhances and develops quality support methods and communication skills through peer-to-peer coaching, feedback, training, and other developmental approaches.
Coordinates and leads advanced application testing, as well as issue and problem resolution.
Serves as an after-hours escalation point for critical customer calls, prior to escalating to another support team.
May perform additional duties relating to specific First American applications as assigned.
Required to perform duties outside of normal work hours based on business needs.
Other duties as assigned