Job Description

- Consultant Job Summary: Product & Technical support, analysis, customer support on Technology products. Knowledge: Strong knowledge of technology systems and familiarity with US mortgage servicing applications would be an advanta

- Consultant Job Summary: Product & Technical support, analysis, customer support on Technology products. Knowledge: Strong knowledge of technology systems and familiarity with US mortgage servicing applications would be an advantage. Proficiency in Microsoft Office applications is a must. Skills & Ability: 1-3 years of experience in technical support (Email/Web chat) on web applications (preferably ASP.Net). Strong troubleshooting skills in enterprise level web-based applications are required. Excellent analytical and problem solving skills, combined with the ability to provide quick resolution to problems. Strong verbal and written communication skills are mandatory. Experience in any support ticket tracking tool is a must. Support experience on mortgage servicing application would be an added advantage. Responsibilities: 1. Troubleshoot technical & product issues reported by customers via email and provide resolution/workaround by referencing documents, release notes, product documentation, knowledge base, etc. 2. Proactively gather from customers all necessary information required by the support and development teams to resolve the issue. 3. Independently simulate and/or recreate customer reported issues in an effort to provide resolution and escalate to BA/Development team when needed by creating tickets. 4. Provide detailed explanation to clients regarding software use, navigation, reporting, and other product and/or technical operations. 5. Enter all reported issues into the support ticket tracking system in a consistent manner including detailed documentation of the issues, resolutions and concerns regarding inquiries from clients for tracking purposes and trend analysis. 6. Taking ownership of support tickets and coordinating with next level support staff for resolving issues and escalate in a timely manner based on the priority/severity. 7. Perform user acceptance testing for bug fixes and provide feedback to BA/Development teams during product release cycles. 8. Document customer reported issues and solution provided to build a support knowledge base for future reference. 9. Availability during critical production down times and active participation in anchoring and helping to resolve issues. 10. Attend on-going training to achieve a higher level of technical skills that are needed to solve complex problems. Education Qualifications: B.E./B.Tech in Computer Science/IT/Electronics/Telecommunication OR BCA/B.Sc in Computer Science/Electronics Additional Requirements: Willingness to work in rotational shifts and for extended hours.