Job details
Salary $17.50 an hour
Full job description
About us:
For more than 40 years, proctor loan protector (subsidiary of brown and brown) has been a leading provider of lender-placed insurance and insurance tracking services to the mortgage servicing industryThrough our unmatched technology, expertise and customer service, we offer clients the ultimate defense against risk and safeguard their interests.
Our ongoing investment in technology and product improvement means we’re able to meet the unique needs of every client, regardless of the current market environmentOur team of has spent over one million hours serving the mortgage industry, instilling confidence in our clients that we can get the job done.
Role overview:
The it help desk technician - level 1 answers and responds to phone calls and e-mailed requests for it servicesOpens new it work orders and proactively monitors progress of open it work ordersPerforms general tasks to aid in the ongoing support of a microcomputer environment, assists with end user questions and problemsMaintains the relationship with customer for the duration of work ordersThis position is second shift.
Escalate issues based on criticality and help take the hassle out of any technical problemThis is an onsite position with hours: m-f 11:30 am- 8:00 pm
Responsibilities:
Serve as the first contact with customers who need technical assistance via the phone or email
Perform troubleshooting using different diagnostic techniques
Troubleshoot, diagnose, and resolve technical hardware and/or software issues
Provide quick resolution and excellent customer service
Redirect unresolved issues to the next level of support personnel
Provide needed information on it products or services
Keep record of problems and their resolution
Follow-up with customers
Provide customers with appropriate service level agreement (sla) and it problem report number.
Provide feedback on processes and make recommendations on areas to improve
Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
Suggest improvements on procedures
AProcess incoming it service requests.
Receive customer requests via phone and email assist with initial trouble shooting and information gathering if request needs escalation to specific teams.
Record essential information and open new work orders and update as requiredFollow-up with team members to ensure all work is updated.
Identify source and impact of problem, provide updates to department maintain updates for the user community through telephone updates, voicemail options or e-mail.
Provide customers with appropriate service level agreement (sla) and it problem report number.
Forward new work orders to appropriate it departments for servicing.
Assist managers within it by maintaining accurate change control logGather and understand all information for changes and provide synopsis of change to manager sending notification.
BProvide computer technical support to end users
Independently analyze and solve client pc problems (hardware, software, network access)
Walk through standard troubleshooting steps for verification and understanding of issue.
Train and orient new employees in operation of desktop software and hardware.
Skills and qualifications:
High school graduate
Computer experience
Proficient with ms office suite
Exceptional telephone demeanor
Ability to maintain a high level of confidentiality
1 – 3 years experience in a similar position
License or designation
About you:
Lead with heart: as a representative you can’t wait to share our mission and our visionYour intuition and eq are fine-tuned
Adaptable: needs change quickly and you can roll with the changes and remain positive
Own it mentality: you thrive on learning opportunities and new challengesWhile knowing when to ask for help, you also move quickly to get things accomplished
Detail oriented: organization, task prioritization, and logistics all fall in your comfort zone
You work efficiently and can balance multiple projects/jobs at once
What we bring:
Competitive base salary package
Full medical, dental and vison insurance
401k with company match
Discount stock options purchase program
Generous pto & holiday schedule
Professional development programs
Tuition reimbursement
Huge company growth model
Remote work possibilities
Eeo statement
Individuals seeking employment at proctor are considered without regard to race, color, religion, national origin, age, gender, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.
