• End User Support Technician

    Job Locations US-MD-Bethesda
    Job ID
    2018-1699
    # of Openings
    1
    Category
    Other
    Type
    Regular Full-Time
  • OVERVIEW

     

    CSS Logo_joint venture

     

    The Company

     

    Common Securitization Solutions (CSS) is seeking an experienced End User Support Technician to join our team of talented professionals in Bethesda, Maryland.

    How many times in your career do you get the opportunity to do something that’s never been done? To create something that will change an entire industry? CSS is building the Common Securitization Platform to issue and manage mortgage securities. We’re looking for people who can walk in two worlds – a start-up environment where development is collaborative and rapid; and a production environment where we run and monitor the performance of the platform. Longer-term, this platform could serve the entire US housing finance industry. Sound transformative? It is. Come join us and help create something remarkable.

    RESPONSIBILITIES

     

    Job Information


    Customer-centric individual to provide Tier 1 technical and business support to customers who use the firm's technology applications in a Microsoft Windows environment. End User Services Technicians are the first line of help when customers encounter problems or defects with products and programs. Technicians are subject matter expert on customer support issues related to team activities across the enterprise.


    Key Job Functions

    • Analyze and resolve technical problems raised by customers via phone, email, and web chat using established troubleshooting procedures; May specialize in one or more software technologies
    • Oversee provision of access to clients/users
    • Troubleshoot security issues such as ID and password
    • Document and ensure adherence to processes and procedures and overall customer support strategy
    • Ensure required follow-up on escalated issues
    • Monitor team logs and customer interactions
    • Recommend and support system enhancements and process improvements:
      • Identify opportunities to streamline operations
      • Improve efficiencies to reduce costs
    • Coordinate and administer assignments, monitor team progress, and maintain schedules
    • Develop team members and provide ongoing professional guidance and direction
    • Create and maintain documentation and knowledge management artifacts
    • Champion the laptop quality assurance process
    • Prepare and deliver reports
    • May participate in larger or more complex customer support projects as needed

    QUALIFICATIONS

     

    Education   

    • Undergraduate degree preferred; Associate degree or High School with years of experience will be considered

    Minimum Experience  

    • Minimum 2 years’ experience in technical customer service and desk side support
    • Applicants must be authorized to work in the US without requiring employer sponsorship currently or in the future. CSS does not offer H-1B sponsorship for this position.

    Specialized Knowledge & Skills     

    • Must have a combination of technical and interpersonal attributes:
      • Customer service oriented individual; Good judgement, clear written and verbal communication skills, and the ability to patiently help others are integral qualities
      • Experience in troubleshooting hardware and Windows-based software; A+ Certification preferred

    Employment

    As a condition of employment with Common Securitization Solutions, any successful job applicant will be required to pass a pre-employment drug screen and to successfully complete a background investigation, which may also include a credit check for positions in some areas of our business.   

         

    Common Securitization Solutions is an Equal Opportunity Employer.

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