Technical Support Specialist, Product
Plano, TX

Job Description

RamQuest Software, a leading Software Company - delivers the most comprehensive and intuitive title and settlement production software solutions available in the industry. We have a new opportunity to join our team!

In this position, you will work with our valued customers, over the phone, chat and email, troubleshooting our highly configurable and robust software solution. This is a rewarding position for someone who loves problem solving and learning new applications.

We offer great benefits, medical, dental, vision, 401k matching opportunities, educational assistance and title insurance reimbursement. We work hard as a team and have lots of fun through, monthly celebrations, giveaways, employee recognition, annual parties and wellness programs.

Essential Functions:

* Serve as primary contact in assisting customer with assigned technical support issues that are reported via telephone, chat and email.
* Provide accurate analysis, troubleshooting and testing of technical issues.
* Ensure the highest level of communication with RamQuest customers by providing regular updates with respect to progress of each incident, and quickly providing high quality, complete, and timely solutions in a professional manner.
* Facilitate resolutions with customers and internal departments such as, sales, implementation, compliance and all product teams.
* Follow and maintain all standards for tracking and documenting issues throughout the lifecycle of a support case.
* Demonstrate a complete understanding of the features and functions of assigned RamQuest Product Suite.
* Develop and maintain product knowledge relevant to product offerings, current support policies and methods of support delivery to quickly provide technically accurate and complete resolutions.

Qualifications:

* Minimum of 3 years of customer support experience in troubleshooting and resolving issues in an application support role.
* Experience with Title Production SW is a plus.
* Experience using and administrating Windows operating systems (client and server), IIS, Tasks and Services
* Knowledge of Microsoft SQL Server and the ability to run queries
* Strong written and verbal communication skills
* Experience in documenting customer issues with ability to translate technical situations to sometimes, non-technical end users
* Experience in effectively dealing with customer service issues and handling customer conflict
* Familiarity with debugging tools/techniques