| 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. THIS POSITION MAY BE FILLED REMOTELY JOB FAMILY DESCRIPTION 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. GENERAL DUTIES & RESPONS IBILITIES - 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.
- Up to 10% travel required
ADDITIONAL JOB DUTIES - Ability to handle large customer accounts
- Knowledge of real estate or real estate technology a plus
- Works with minimal supervision
EDUCATIONAL GUIDELINES A high school diploma or GED is required for this role. GENERAL KNOWLEDGE, SKILLS & ABILITIES - 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 V Expert/lead technical role. Expert knowledge of the field. Handles large and/or highly complex calls/solutions that require analysis and research. Works on multiple projects as a project leader or consultant. Works on complex tasks, projects, or issues that involve a high degree of risk, impacts business unit performance and makes use of the individuals’ high level of knowledge within one or more areas of specialty. Uses SQL, Crystal Reports, or report manager to build complex reports. Reviews and/or debugs code with such languages as COBOL, XML. Writes 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 weeks. Coaches and mentors more junior staff. Works without supervision on the most complex projects. Complete latitude for independent judgment. Typically require s eight or more years of demonstrated 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. |
