We are seeking a detail-oriented Technical Support to assist our loan officers and field personnel by handling internal support requests. This role focuses primarily on managing support tickets, providing guidance through documented resources, and performing basic system checks and data entry. Training and ongoing support will be provided.
Key Responsibilities
- Manage and respond to support tickets using Freshdesk (Zendesk).
- Assist loan officers and field personnel by sharing relevant SharePoint articles and instructional resources.
- Communicate primarily through email, with occasional phone calls as needed.
- Run searches in Guild IQ to verify the accuracy of AI-generated responses.
- Perform minor troubleshooting and basic data entry tasks.
- Ensure tickets are handled accurately, efficiently, and in a timely manner.
Skills, Knowledge and Expertise
- Strong written communication skills.
- Basic troubleshooting and problem-solving ability.
- Attention to detail and accuracy in data entry.
- Ability to follow documented processes and use internal knowledge resources.
- Comfortable working with ticketing systems and internal tools (experience is a plus, training provided).
Benefits
- HMO on Day 1 for principal and two dependents
