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Support Analyst
Our Customer Service and Support Agents are responsible for providing outstanding customer experiences to our clients. Our Agents are responsible for determining the root cause and solving customer issues. Our ultimate goal is to have a customer contact that promotes long-term relationships with our clients and their customers. This position requires knowledge of both customer service and technical skills.

Specific Job Responsibilities:

• Adhere to operational processes which comply with Clarity, client and program standards (such as escalation and contact tracking procedures).
• Act as single point of contact for end-users for technical issues such as software, hardware and network connectivity support.
• Use superior customer-oriented telephone skills to acquire relevant customer information.
• Educate and explain product features and benefits as well as technical specifications.
• Investigate, troubleshoot, and resolve reported issues in a timely and efficient manner.
• Open, track and close trouble tickets.
• Coordinate second and third level escalation response and provide follow-up on contacts.

Qualifications:
• High school diploma or equivalent experience.
• Minimum of 1-year customer service experience, preferably in a contact center environment.
• RamQuest Software products experience.
• Above average communication skills (written, verbal, listening and mathematical).
• Ability to sit at a computer, monitor and telephone headset for extended periods of time.
• Ability to work and handle high contact volumes in a goal-oriented environment.
• Title background 3+ years. (Such as Escrow Officer or Escrow Assistant).

Skills and Knowledge:
• Communication: excellent verbal, written, and listening skills.
• Interpersonal: ability to work effectively with others, including a diverse population.
• Problem solving: ability to constructively handle unexpected problems. Strong Analytical skills.
• Decision making: ability to make sound decisions given the information available.
• Takes initiative and demonstrates willingness to act with a sense of urgency.
• Subject matter knowledge: Microsoft Operating Systems - Windows XP and Windows Vista. Office products - 2000, 2003 and 2007.

Personal Characteristics:
• Flexibility (change plans to meet objectives)
• Energy (capacity for doing work and overcoming obstacles)
• Enthusiasm (eagerness and a visibly high level interest in all areas)
• Commitment and professionalism (ability to meet deadlines and to represent clarity to our clients in a positive and appropriate manner)
• Integrity (honesty, sincerity, and adherence to high standards)

Location: Plano, Texas

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