Tier II Technical Support Analyst

Full job description

Job Description:

The Tier II Technical Support Analyst is a designated product, software and services support specialist in RamQuest’s Customer Experience organization. The key role of the Customer Experience organization is to field product inquiries which include trouble reporting and issue isolation/identification and correction. Specifically, the role of the Tier II Technical Support Analyst is to provide an elevated role of support to internal and external Customers.

• Provide Tier II Technical support for RamQuest products:

• Receive and analyze any information submitted escalated by Tier I for the identification, validation, resolution of customer reported issues.

• Provide professional phone, Live Chat, and email support to RamQuest clients for all RamQuest products

• Responsible for assessing the Customer’s business need or problem, using on-line tools and analytical thinking to diagnose and resolve the issue or business need

• Responsible for accurately logging the call information into the RamQuest call tracking system

• Responsible for retaining ownership of calls and following up with Customers frequently with current updates until a resolution is reached

• Research open issues thoroughly and quickly move those issues toward an accurate resolution

• Expected to develop a thorough working knowledge of each RamQuest application as well the op2 platform and operating systems utilized

• Deployment of products as necessary to meet the business needs of our Customers

• Attend and participate in RamQuest or other job related training courses while maintaining daily department goals

• Must have ability to work a flexible schedule M-F 7am-7pm

• Any other duties as deemed necessary to provide quality service to the RamQuest client base

Required Qualifications:

• A.S Degree or higher in a related field preferred

• Title Industry applications experience preferred

• Three years’ software help desk experience

• Previous technical support experience operating in a Tier I or above capacity

• Strong computer skills: Programming background, knowledge of Windows Administration, SQL Administration, and Networking Administration a plus

• Proficient in Microsoft Office Suite and Outlook

• Able to prioritize Customer issues and escalate or solve with urgency

• Excellent written, proofreading, and verbal communication skills

• Must be detail oriented, organized, and have the ability to multitask

• Ability to demonstrate supportive relationships with peers, clients, partners, and corporate executives

• Must be flexible with a can-do attitude and have the ability to remain professional under high pressure situation

• Ability to retain and protect confidential material

• Criminal and MVR backgrounds meet our company hiring criteria

Physical/Mental Demands:

• Ability to work with confidential information.

• Ability to perform under pressure and be flexible with disruptions throughout the workday.

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We offer a competitive salary, and an excellent benefit package including health, life, and disability insurance; paid time off; and retirement plans

Note: If you currently are employed by Old Republic Title (or one of its wholly owned affiliated companies) please get in touch with your human resources representative regarding the application process.

For California applicants, please click the following link to view our

CCPA Applicant Notice

Old Republic Title is an Equal Opportunity Employer