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Overview The Production Support Specialist will be responsible for resolving all tickets submitted by our clients in a timely fashion. The Production Support Specialist will also educate our clients on new and existing functionality to make sure their needs are met. Responsibilities Deliver best in class customer service and ensure the client’s needs are met Respond to customer requests, whether they are reported issues, questions or assistance requests, helping them to be able to utilize the product properly Understand the reported issue (especially from a technical perspective) and be able to replicate the respective scenario in the LendingFront environments Perform technical investigation with root cause analysis of the issue reported, providing adequate solutions where feasible and/or detailed analysis Validate defects thoroughly by ensuring that the described scenarios are fixed Effectively prioritize issues as they are submitted Coordinate escalation and resolution of production issues Report critical issues promptly to management Review stories defined in a sprint to make sure they are aligned to solve issues Define a communication process for customers to accelerate their understanding of the platform Track tickets, system issues and errors in a weekly report to management Answer incoming calls regarding issues, product problems or service questions within 10 minutes Work with the management team to stay updated on product knowledge and be informed of any changes Answer Telzio calls within 15 mins Recommend tools or new functionality to provide efficiency Define the production support process Monitor the overall health of the systems for all clients Provide regular status reports to management on application issues and other support metrics Contribute to the product management roadmap based on the requirements of all clients Propose strategies to decrease support tickets rate Build and maintain client relationships Requirements Minimum 2 years of customer service experience and technical support background Excellent written and spoken English Excellent communication and customer service skills Strong problem-solving and analytical skills Ability to multitask and prioritize issues Ability to work from home full time Proficient with common productivity software (e.g. Word, Excel, PowerPoint and equivalents) #J-18808-Ljbffr
