JOB FAMILY DESCRIPTION

The Technical Service Specialist is responsible for providing effective customer support working directly with customers across our organization in collaboration with Operations, Sales, and Product Management teams to ensure client satisfaction and company initiatives are met. The Technical Service Specialist must have excellent, in-depth knowledge of our company SaaS platform as well as possess the ability to communicate in both the written and verbal formats to external and internal customers. This position is expected to deliver comprehensive service and timely support for both our customers and staff members. A problem-solving attitude is a must to ensure high quality customer support to drive client satisfaction. Additionally, they will vet client concerns for resolution and/or escalation, communicating status updates to the customer to provide guidance, resolve issues, and drive satisfaction.

GENERAL DUTIES & RESPONSIBILITIES

• The primary objective is providing excellent service to the customer in collaboration with other members of the Customer Success department
• Contribute to improving customer support by actively responding to support inquiries and communicating common customer issues to help suggest and deliver methods for an improved customer experience
• Perform in-depth troubleshooting to identify root cause while understanding the customer’s skill level and communicating in the manner most appropriate
• Effectively manages and responds promptly to a high volume of incoming support tickets.
• Direct requests, concerns and unresolved issues to the designated internal resource for resolution when appropriate
• Develop product expertise with desire to share knowledge with internal teams and customers by contributing to training resources and best practices
• Manage all aspects of customer support tickets, diagnosing issues and seeing problems through to resolution while providing enterprise level support to our customers via phone, web, and email and other support channels as required
• Documenting customer interaction appropriately within the ticket management system
• Ensure service requests (tickets) are handled timely and completely
• Work with internal account managers and directly with customers to identify, understand and solve customer issues

EDUCATIONAL GUIDELINES

A high school diploma or GED is required for this role.

GENERAL KNOWLEDGE, SKILLS & ABILITIES

• Customer facing experience in support (or similar experience) with a demonstrated ability to handle client concerns
• Possesses the ability to communicate to enterprise level customers in both written and verbal formats
• Strong phone contact handling skills and active listening
• Ability to multi-task, prioritize and manage time effectively
• Customer orientation and ability to adapt/respond to different types of personalities
• Possess a strong work ethic and team player mentality
• Strong communication, technical and organizational skills
• Skilled at developing relationships with clients to become a trusted and value-added business partner
• A demonstrated ability to articulate objectives, goals, and intended outcomes while working with customers, articulating technical and non-technical information to various audiences
• Hands on experience working with help desk systems such as Zendesk and relevant computer applications
• Working knowledge of enterprise software applications
• Proven ability to work across various level of an organization
• Background in Mortgage Industry Marketing and/or CRM Administration a plus

Product Support Representative II

Developing proficiencies role. Basic skill with moderate level of proficiency. Has broad understanding in one or more Black Knight Products. Follows scripts or uses documentation to solve problems. Generally performs single-function tasks that tend to be small to moderate size and scope. Works under close to moderate supervision with limited latitude for independent judgment. Consults with senior peers on non-complex projects to learn through experience. Typically requires up to three (3) years of experience.

Black Knight is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, and protected veteran or military family status. Our employees’ diversity is our strength, and when we embrace our differences, it makes us better and brighter. Black Knight’s commitment to inclusion is at the core of who we are, and motivates us in how we do business each and every day.