What are the responsibilities and job description for the Technical Customer Support Representative position at Lendesk?
About Lendesk
We’re a financial technology company on a mission to make the mortgage experience easy, accessible, and transparent. Our flagship product is an advanced digital mortgage origination platform that connects borrowers, brokers, and lenders. We’re a fast-growing team of 50 employees, composed of innovative and engaged individuals working collaboratively to deliver a unique digital home buying experience.
What We Offer
In addition to the exciting work, great people and a fun and supportive culture, we offer an extensive benefits and perks package:
- Competitive salaries
- Comprehensive benefit plan including dental, medical and vision
- Remote first, work from where you are in Canada
- Budget to improve your home office set-up
- Flexible work hours
- The latest in hardware and software tools
- Budget for continuous development and training
- Stock purchase program in our parent company (“NYSE:RKT”)
Job Summary
The Technical Customer Support Representative works inside our Customer Success team to aid in building a fully digital mortgage process with our customers across Lendesk’s North American platforms. For example, our products send mortgage data to lenders for important underwriting decisions and a Technical Customer Success member is vital in helping to make this process smooth. When an issue does occur, the job requires coordination with our developers, product managers, and lender partners to uncover problems and solutions. The Technical Customer Success member is at the centre of important discoveries, communicating across different teams at Lendesk, and with clients and lenders.
Responsibilities
- Management of inbound user chat requests, calls and email inquiries.
- Provide daily support to our users of various Lendesk products including answering questions, analyzing problems, and quickly forming solutions to remove customer impediments.
- Provide technical support for customers and the customer success team with the goal of reducing the frequency of issues escalated to development teams for further investigation and resolution.
- Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
- Act as a technically trained representative for the customer success team, empowering the non-technical customer support representatives and raising the bar for technical skills within the team.
- Maintain detailed records of interactions with customers, problem-solving activities, and completed solutions along with any further actions required of management or development and product teams.
- Maintain and develop training documentation and troubleshooting procedures to help both support personnel and end users with Lendesk products.
- Support and communicate client-specific features and enhancements to our customers.
- Investigate issues and be the main point of communication between users, lenders and other third party providers such as MPP, SnapNoa, and Filogix
- Report issues as they occur using Jira and follow up on tickets with developers and clients
Skills & Experience
- Minimum 2 Years experience in Customer Support preferably in a SAAS environment
- Mortgage industry experience an asset
- Bachelor's degree or diploma in Computer Science, Engineering, Computer Information Science, Information Technology, a related field, or equivalent industry experience
- Strong understanding and familiarity with common desktop and web browser usage and concepts.
- Basic understanding of web application concepts (e.g. https, html, etc.)
- Basic understanding of command line and terminal usage
- Basic understanding of database concepts (e.g. tables, sql, etc.)
- Excellent communication skills
- Knowledge of Intercom, past experience writing help articles considered an asset.
Lendesk is committed to offering competitive salaries to all our team members. This role has a salary range of $55,500 - $90,000 CAD which accounts for the skills you’ll bring to the team, the impact you’ll have on the business, and the growth you’ll experience in the role. Throughout your time at Lendesk we’ll continue to have conversations about your career development and you’ll have the opportunity to build an amazing career with us.
Salary : $55,500 - $90,000