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14 Jun 2022

Full-Time Product Support Representative IV

BKInc2018 – Posted by BKInc2018 Jacksonville, Florida, United States

Job Description

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.



Administers the necessary product requirements to maintain consistent account control of clients that use Black Knight software products and ensure that the quality and utilization of Black Knight software products satisfies client needs.


  • 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 or in written internet-based email or chat sessions.
  • Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
  • Troubleshoots problems with malfunctioning electro/mechanical equipment or 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.


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


  • Prior banking or finance related experiences a plus; personal banking experience preferred
  • Documents client information and recurring technical issues to support product quality programs and product development
  • Knowledge of Black Knight products and services
  • Strong analytical skills
  • Knowledge in programming, business analysis or implementation of software products
  • Organizational and time management skills required
  • Self-starter with proven ability to work independently
  • Extremely comfortable working with computers and a variety of applications
  • Excellent oral and written communication skills
  • Strong problem solving skills

Product Support Representative IV

Advanced professional role. Highly skilled with extensive proficiency. Handles complex calls/solutions that require analysis and research. Works on multiple projects as a project leader or periodically as the subject matter expert. Works on projects/issues of medium to high complexity that require demonstrated knowledge across multiple Black Knight Products. Uses SQL, Crystal Reports, or report manager to build moderately complex reports. Reviews and/or debugs code with such languages as COBOL, XML. Writes moderately complex test plans and test cases to ensure changes that are made to the application meet client needs and maintain application integrity. Works on cases that last several hours to several days. Coaches and mentors more junior staff. Works under minimal supervision on complex projects. Wide latitude for independent judgment. Typically requires six or more years of demonstrated experience.

Although target pay range may vary by work location, a representative pay range is $50,000.00 to $66,000.00. Eligible to participate in medical, dental and vision insurance, life insurance and disability insurance, 401(k) plan and employee stock purchase plan. Eligible to participate in the discretionary annual performance bonus.

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.

How to Apply

Job Types: Full-Time.

Job expires in 49 days.

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