PPE Technical Support Specialist

PPE Technical Support Specialist

Summary:

As a member of the PPE Technical Support team, the PPE Technical Support Specialist provides users of the Optimal Blue Product and Pricing Engine with excellent customer service, issue resolution and education/training on new product updates and enhancements.

Please note, the candidate for this position must be willing to work 10am to 7pm CST, Monday through Friday.

Responsibilities:

• Supports Emerging/Inside Sales Clients via chat messaging, email, telephone/video calls.

• Serves as liaison between end-users of the Product and Pricing engine and Optimal Blue to ensuring issue resolution, timely responses to questions and overall system support.

• Track and identify business trends that could result in potential jeopardy of the customer account.

• Communicates business trends and/or operational issues or other information that may impact client satisfaction with the appropriate internal parties like sales or client success.

• Maintains ongoing knowledge of the system to ensure appropriate level of customer service and issue resolution.

• Plays a key role in the training of clients on enhancements, new systems, or procedures.

• Consults with senior peers on non-complex projects to learn through experience.

• Achieves satisfactory ratings for all performance metrics i.e. “Rules of the Road” or other communicated requirements.

• Ensures timely completion of assigned projects while performing day-to-day customer support.

Requirements:

• Typically requires at least two (2) years of mortgage experience and/or demonstrated technical capabilities. Mortgage pricing and/or Secondary/lock desk experience and/or experience with Optimal Blue Product and Pricing engine preferred.

• Excellent customer service skills to include a proactive instead of reactive approach to issue resolution.

• Excellent verbal and written communication skills.

• Ability to follow established processes and procedures to resolve customer related issues.

• Ability to work 10am to 7pm CST, Monday through Friday.

ExemptThe estimated base salary range for this role in the United States is $64,000.00 - $96,000.00 per year. For compliance with local legislation, and to provide greater transparency to applicants, we share salary ranges on all job postings regardless of the desired hiring location or whether the position is remote. The posted range is an estimate and reflects many factors which are subject to change. Final offer amounts may vary from the amounts listed above, based upon geographic location, candidate experience and expertise, and other relevant factors.This role will also be eligible for participation in a Company profit sharing bonus plan. Plan details will be provided to you upon hire.Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.We recognize the value and importance of diversity and inclusion in our communities and in the workplace. We celebrate diversity and one of our goals as an employer is to create an inclusive work environment for all employees. We are an equal opportunity employer and do not discriminate against any employee or applicant because of race, religion, sex, sexual orientation including gender identity or expression, pregnancy, national origin, age, marital status, veteran status, disability status, or any other category or characteristic protected by law.Applicants with disabilities who would like to require a reasonable accommodation related to any part of the application process may contact us at [email protected]: If an applicant is selected to receive a conditional offer of employment, and in accordance with applicable law, a criminal background check may be conducted before the offer becomes final and employment begins. Pursuant to the San Francisco Fair Chance Ordinance, and other applicable laws, we will consider for employment qualified applicants with arrest and conviction records.#OB - PPE Core (PPE CORE)