| Black Knight is the premier provider of integrated technology, services, data and analytics that lenders and servicers look to first to help successfully manage the entire loan life cycle. Our deep understanding of regulatory and compliance issues complements the knowledge, technology and solutions we offer to help our clients achieve their business goals. Black Knight offers leading software systems; data and analytics offerings; and information solutions that facilitate and automate many of the business processes across the mortgage life cycle. 20-1478 Production Support Representative II JOB FAMILY DESCRIPTION The Product Support Representative II provides post-implementation support for AIVA, Black Knight’s cloud-based artificial intelligence solution. Responsible for issue management and resolution, ensuring that the quality and utilization of Black Knight products and software solutions satisfy the needs of our clients. GENERAL DUTIES & RESPONSIBILITIES - Provides in-depth product support to Black Knight clients by resolving incoming inquiries.
- Maintains and fosters the relationship between the clients and Black Knight by ensuring client satisfaction, maintaining client communication and problem resolution.
- Responds to customer product inquiries via telephone, e-mail or chat sessions.
- Resolves customer concerns raised during operation, maintenance or product application or compatibility matters.
- Troubleshoots problems with malfunctioning software applications and recommends corrective action.
- Documents customer information and recurring technical issues to support product quality programs and product development.
- Recreates client issues in test environment, identifies/documents how applications and systems interact to support business processes.
- Interpersonal skills and technical product knowledge and expertise are critical to responding to daily client-centric activities.
- Performs other related duties as assigned.
EDUCATIONAL GUIDELINES A high school diploma or GED is required for this role. GENERAL KNOWLEDGE, SKILLS & ABILITIES - Prior production support and/or customer service experience in a technical environment desired
- Skill in documenting client information and recurring technical issues to support product quality programs and product development
- Knowledge of programming, business analysis or the implementation of software products preferred
- Knowledge of Black Knight products and services a plus
- Strong analytical, organizational and time management skills
- Strong computer skills and experience with a variety of applications (Microsoft Office 365 a plus)
- Self-starter with proven ability to work independently
- Strong problem solving skills
- Excellent oral and written communication skills
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 di fferences, 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. |
