Loan Support Analyst handling Commercial Loan documents based in Pittsburgh, PA, or Dallas, TX, or Cincinnati, OH. Reviewing and ensuring all required documents are received and accurately executed.
About the role
- The Support team at Eagle Eye is a global team, currently situated in three countries UK, Canada, and Australia.
- The global team manages all requests that come in from our customers both internally and externally.
- Each day is different; one day it can be helping an internal employee with new equipment or IT issues, to helping an external customer navigate our platform, to digging into Google Cloud and other 3rd party systems, to examine logs for transactions to troubleshoot an issue.
- All work is managed using our ticketing system, Zendesk.
- The team manages the tickets from cradle to grave being the owner of any issue that is raised.
- As such the team has to have an understanding of multiple systems that are used in Eagle Eye and also have an understanding of how our customers use Eagle Eye products.
- This may sound overwhelming, but everyday is a learning day and no one person knows everything, teamwork is key to resolving issues when communicating within the team, and in the wider Eagle Eye team answers can always be found.
- The Customer Care team works a shift pattern to cover 24/7 global coverage for our customers, to accomplish this, the work patterns are working 5 days out of 7 in a week, including weekends & bank holidays, with variable start times.
Requirements
- Organised
- Able to work autonomously
- A strong team player
- Able to solve problems and view potential solutions
- Able to learn and adapt quickly
- Basic experience of working in a IT support role
- Experience in problem-solving in a high volume fast-paced environment
- A commitment to providing an outstanding level of customer service
- Excellent communication skills both written and oral
- Exceptional attention to detail
- The ability to self-manage workload
- The enthusiasm to learn new things and continually develop
- The desire to resolve new and existing customer issues quickly and efficiently
- The desire to make sure the next person succeeds
- *Experience in Coupons, Loyalty and Stored Value (DESIRABLE)*
- *ITIL foundation or equivalent (DESIRABLE).*
- *Experience of reading JSON and XML (DESIRABLE)*
- *Experience of google cloud logging (DESIRABLE)*
- *Experience of New Relic (DESIRABLE)*
Benefits
- Retention bonus of up to 10% of salary dependant on personal behaviours, achievement of goals and company revenue targets
- Flexibility to work from home or various office locations and flexible hours or job shares considered
- Generous annual leave package including
- 25 days paid annual leave
- 5 days paid sick leave which if unused gets added to your annual leave the next year
- Enhanced maternity / paternity leave and assistance in returning to work
- Contributory pension
- Support in continuous learning and self-development
- Simplyhealth scheme including
- Health care cash back
- 24 hour access to virtual doctors appointments
- 24 hour employee assistance programme
- Access to the paid Headspace app subscription
- Mental Health First Aiders to support employee’s mental wellbeing
- Employee Resource Groups focussed on underrepresented groups in Eagle Eye, including Purple Women
- Charity Committee committed to organising events throughout the year to raise money for those less privileged
- Cycle to work salary sacrifice scheme (via CycleScheme)
- Electric vehicle salary sacrifice scheme (via Octopus)
- A friendly, fun, growing team of people who work hard but love to play hard too, with location specific Christmas parties and annual whole company get together hosted in the UK
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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