IT Support Specialist

IT Support Specialist at Paladin Consulting IT Support Specialist at Paladin Consulting in Dallas, Texas Posted in 32 minutes ago.

Type:

full-time

Job Description:

IT Support Specialist Dallas, TX 75219 Long-Term contract

Support:

Provide technical assistance to internal staff and clients, answering inquiries via phone, email, or MOJO Ticketing System.

Knowledge Base:

Provide the customer with updated documentation, including help manuals, FAQs, and training materials, to ensure users have access to information.

Documentation:

Document technical processes, contribute to the knowledge base, and help improve internal workflows.

Escalation:

Identify and escalate complex technical issues to appropriate teams for resolution. Attach PCF, Request/Response files from IT if needed, all Screen Shots from customer system and a recording if possible. This will allow PDM to quickly get a picture of what the customer is experiencing and test with customers' file to get a resolution.

Troubleshooting and Problem Solving:

Diagnose and resolve technical issues related to mortgage software, such as errors, unexpected behavior, or software malfunctions.

Stay Updated:

Keep abreast of software updates, new features, and user feedback to provide the best possible support. Receive calls through 8X8 calling system: assist customers with issues/problems Create MOJO Tickets for all calls received via 8X8 calling system. All Customers must be given their MoJo ticket number before getting off the call.

MOJO Callbacks:

Work all tickets coming into customer facing MOJO and respond to the customer as quickly as possible. Create IFR # in Bugzilla, Jira, or Fogbugz as needed for issues/enhancements: make sure these are all in escalation format.