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    Senior Customer Service Technical Specialist - Baltimore, United States - eOriginal

    eOriginal
    eOriginal Baltimore, United States

    3 weeks ago

    Default job background
    Description

    ** eOriginal**

    ** Senior Customer Service Technical Specialist**

    Baltimore, MD 21201

    A Senior Customer Service Technical Specialist is an expert on eOriginal products and services and how they can best be applied to support customer workflows and enable digital lending efficiencies. The Senior Customer Service Technical Specialist is responsible for the success of Premium Support customers and their use of the eOriginal products and services. The Specialist works closely with the Strategic Account Manager to retain customers and grow their utilization of the eOriginal products and services.

    Responsibilities:

    Coordination of eOriginal support issue management, escalation and resolution.

    Proactive focal point into eOriginal business/technical experts and their extensive product and industry knowledge.

    Coordination of service utilization and support analysis.

    Advocate for prioritization of feature requests into release cycle.

    Annual implementation health-check and architecture review

    Customized pre & post software release reviews highlighting software changes.

    Consults and assists on remediation of post-launch issues.

    Assists in translating evolving business requirements into effective functionality.

    Provides suggestions for non-technical solutions such as education, training, or professional services.

    Monthly support and utilization review

    Quarterly executive review

    Annual Account Review

    Required Experience and Skills:

    4+ years in software customer support or professional services organization.

    Ability to easily comprehend new and complex concepts.

    Good analytical and troubleshooting skills.

    Desire to work directly with clients.

    Excellent oral and written communication skills.

    Ability to work effectively under pressure in a team environment.

    Ability to balance competing tasks in a rapidly changing environment.

    Ability to get things done with minimum supervision.

    Able to read and comprehend technical documents.

    Able to understand and relate business processes from both a technical and functional standpoint.

    Education:

    Bachelors degree in Business, Accounting/Finance or related track.

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