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
- Providing world class client support to our Professional Archive SaaS software solution and services via phone, chat, and written communication.
- Act as a client liaison and become an advocate for the resolution of client issues.
- Work on assignments that are complex in nature where independent action and high degree of initiative are required in resolving problems and developing solutions.
- Independently identify the root cause of software or system issues and use system analysis and testing techniques to solve problems with minimal assistance. Routinely develops reproducible test cases.
- Adhere to SLAs for support coverage to ensure initial response and timely resolution for customer cases via phone, web and community.
- Actively diagnose, troubleshoot and resolve customer issues. Escalate cases as required based on customer business impact.
- Effectively manage cases to ensure timely customer status updates and ultimate resolution.
- On occasion, handling large accounts, customer escalations, and 3rd party support coordination to resolve issues.
- Frequently engage and collaborate closely with Advanced Support, Customer Success, Implementation and other teams to drive resolution of issues, handling all customer-facing communications to set clear expectations through closure.
- Capture, reuse and share knowledge using KCS (Knowledge-Centered Service) practices as Contributor or Publisher.
- Promote adoption and success of customers and partners using self-service offerings, including knowledgebase, community, and training resources.
- Advocate for product, policy and process improvements that improve the customer experience.
- Follow required polices and processes to maintain compliance with information security and data protection requirements.
- Log and track calls and cases using Salesforce, while maintaining detailed notes of the customer’s request.
- Write or revise user training documents and procedure.
Requirements
- Minimum of 2 years in a customer service / technical support role, especially in SaaS or IT environments.
- At least 2 years of call center experience handling inbound/outbound calls in high-volume settings.
- Strong verbal and written communication skills, with active listening and empathy.
- Bachelor’s degree or equivalent preferred.
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