| 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. JOB FAMILY DESCRIPTION The Technical Service Specialist is responsible for providing technical and customer support directly with customers and across the organization in collaboration other teams to ensure client satisfaction and company initiatives are met. The Technical Service Specialist addresses escalated technical support tickets, delivering comprehensive servi ce and timely support for customers and internal team members. This position requires a problem-solving attitude, ensuring high quality technical service to drive client satisfaction. Additionally, the Technical Service Specialist vets and documents bugs and feature requests, 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 team members
- Perform in-depth troubleshooting to identify root cause while understanding the customer’s skill level and communicating in the manner most 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 escalated customer support tickets, diagnosing issues and seeing problems through to resolution while providing enterprise level service to our customers via phone, web, and email and other channels as required
- Documenting customer interaction appropriately within the ticket management system
- Ensure service requests (tickets) are handled timely and completely
- Work with internal team members and directly with customers to identify, understand and solve customer issues
- Contribute to improving customer service by actively responding to inquiries and handling escalated items, communicating common customer issues to help suggest and deliver methods for an improved customer experience
- Analyze system issues submitted through support tickets to determine if a software bug exists, and sufficiently document the details of the issue for software development team to address
- Intake feature requests through support tickets, sufficiently documenting the customer objective, current functionality, and proposed functionality for the software development team to address
- Communicate status updates on bug fixes and feature requests to individual customers through the submitted customer support tickets
EDUCATIONAL GUIDELINES A high school diploma or GED is required for this role. Bachelor’s Degree in Business, Computer Science or similar preferred. GENERAL KNOWLEDGE, SKILLS & ABILITIES - Strong customer facing experience in support (or similar experience) with a demonstrated ability to handle escalated client concerns
- Strong communication, technical and organizational skills
- 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
- Desired background in Mortgage Industry Marketing and/or Administration
- Desired but not required experience with APIs, SQL scripting and HTML
- Working knowledge of enterprise software applications
- Experience with Surefire products or platforms is a plus
- Skilled at developing relationships with clients to become a trusted and value-added business partner
- Proven ability to work across various level of an organization
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. Although target pay range may vary by work location, a representative pay range for Colorado residents is: $20.00 – $25.00 hourly. 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. |
