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Software Support Specialist Resume Samples
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0-5 years of experience
Act as the primary contact for Mortgage Brokers and Loan Officers to answer questions and problems within Funding Suite, Roohmz Mortgage, and TaxDoor
- Manage user accounts to include registering, closing, moving, and auditing across information technology systems
- Monitor tickets submitted to software engineers to ensure timely resolution of customer's issues
- Prepare compliance reports by compiling client information to ensure users are within CFPB/FCRA/NMLS regulations
- Assist the Director of Client Services with daily operation of the Software Support department to include the development, analyses and implementation of staffing, training, scheduling, and reward/recognition programs
- Review and process all new client applications.
- Must ensure that all new mortgage broker clients are licensed properly within their state, NMLS, and in compliance with the bureau's guidelines.
0-5 years of experience
- Managed customer inquiries from multiple sources (email, phone) to deliver outstanding customer support.
- Researched data source to determine the procedures needed to resolve customer issues.
- Documented issues and questions encountered during customer software testing or production usage in the applicable repository, such as CST or CRM, including the desired changes to the software to meet the business need
- Coordinated with the Development team to manage the timing, customer communication and delivery of software fixes or enhancements to meet customer needs
- Escalated issues where more attention and resource on a particular issue is needed
- Test and analyze software enhancements to make sure that it meets the customers needs.
0-5 years of experience
- Provide remote support to NCR clients using Aloha point of sale software
- Accurately record the pertinent details of client reported problems as required in the case management process.
- Provided software and hardware support in a Windows environment
0-5 years of experience
- Provided technical support and resolve software issues with clients via telephone
- Intervened, defuses and resolves customer conflicts
- Maintain accurate updated client accounts; while protecting their privacy
- Complied with IRS security policies and procedures
- Assisted with developing and implementing new guidelines to address past and present software malfunction
0-5 years of experience
- Maintaining a high level of professionalism and customer service when addressing the clients about their issues, questions and specific needs.
- Providing knowledgeable technical support to ensure that the issues, questions, and needs are properly met in a timely manner.
- Educating clients about the different functions that are available within Spectrum NG, including their usage through phone and remote training.
- Interacting with the client to understand their business operation and needs to offer an individualized solution and customer experiences.
6-10 years of experience
Responsible for the technical and administrative aspects of all installation, training, and support of the Hospital Quality Indicator Project. Perform direct client support relating to the operation of the QI Project patient module system. Create and update custom user reports using project custom reporting software as well as assisting hospitals interpret collected data as defined by Centers for Medicare and Medicaid Services.
- Assist clinical and technical hospital staff in submitting quarterly data through internet portal
- Oversee client progress in data submission to ensure compliance with data submission requirements
- Assist in troubleshooting client helpdesk calls using Webex to provide one on one customer service support and assistance
- Develop and coordinate WebEx training sessions for new product implementation to assist users in understanding and utilizing the application functionality
- Review preliminary client Excel data reports for completeness, accuracy, and comprehension and work with clients to correct and resubmit data
- Manage, distribute and assist client with encrypted reports
- Provide a comprehensive helpdesk function including; responding to client service calls, assisting with troubleshooting application utilization, providing additional client training on enhanced functionality of multiple applications
- Manipulate client files to meet technical specifications for application loading programs
- Accurately enter critical client information into company's client database
0-5 years of experience
- Installed programs and trained customers on grain accounting software
- Work in a team in a fast paced environment to provide efficient service to customers
- Utilize problem solving skills to resolve customer software issues
0-5 years of experience
- Diagnose and resolve complex technical and product functionality issues related to the Command Series suite
- Test and replicate problems to determine the cause of the problem, and document any software deficiencies in case notes to provide to the development department.
- Document all incoming issues and research in Clarify (Dovetail).
- Manage customer expectations in regards to issue resolutions
- Work with customer and internal staff on performing and supporting customer upgrades
- Ensure customer records are accurate in company databases
- Maintain relationships and open lines of communication with colleagues
0-5 years of experience
- Records and tracks customer problems and resolutions using the iSupport ticketing software
- Works with a variety of departments (Development, Product Management, Training, and so on) to identify and solve software-related problems
- Supports over a twenty software applications and is the acting support team lead for multiple products
- Creates and manages software defect records using TestTrack software
- Provides PC / Network / Hardware support for customers
0-5 years of experience
- Respond to customer inquiry calls and emails, assessing the customers' needs and problems in order to deliver an ideal solution
- When necessary, assist remotely to identify and troubleshoot issues
- Manage the Product Support email box - sorting emails to the appropriate team
- Approve new users to the Customer Care website
- Create service tickets for customer requests
0-5 years of experience
- Manage virtual servers/machines, Active Directory, internal IT knowledge base, and data backup processes.
- Continuously improve the company's Microsoft Dynamics CRM ticketing system.
- Provide IT assistance to all internal employees.
- Assist clients with the IDEA auditing software.
0-5 years of experience
- Troubleshoot MS Windows OS operating systems, anti-virus products, and PC hardware issues.
- Diagnose and resolve software problems caused by varied and unique environments for which no established procedure to solve existed.
- Support various software products used by the real estate appraisers and agents.
- Handle how-to questions regarding the applications by end users.
- Document conversations and track issues in a succinct and detailed manner to build knowledgebase for the benefit of clients and team members.
- Work closely with software development teams to enhance the product.
- Advocate on behalf of the client with software engineering to resolve issues in minor/major releases/updates.
0-5 years of experience
- Deliver a Legendary Customer experience to all customers around the globe
- Provide application support via phone, email and the LoadSpring Platform
- Own and manage cases through their lifecycle
- Record detailed and accurate documentation
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