Robert Half International Application Support in Woodbridge, New Jersey
Participate in product meetings to: understand changes to products in scope and corresponding business workflows/guidelines as well as:
Identify and discuss potential gaps in product changes (negative impact to user workflows, business rule adherence, etc.)
Understand LOS, Document Management, and other business application technologies.
Keep up with changes to the environment.
Customer Service Support
Comply with all established IT support Service Level Agreements (SLAs) and ticket response guidelines.
Provide and present accurate, timely, and detail oriented resolution on all supported issues.
Follow up on all calls in a timely and detail oriented manner.
Escalate ticket per department procedures.
Resolve and complete all assigned tickets in an efficient and accurate manner.
Appropriately logging all ticket activity in the ticketing system, per established guidelines.
Document Knowledge Articles, according to established guidelines.
Relay Product Knowledge
Relay product knowledge to IT Business Applications Support Team, including:
Creating and updating product documentation with respect to Support (Knowledge Articles, Admin Runbooks, etc.)
Discussing with and training the IT Business Applications Support team on product and procedure changes.
Work Experience and Knowledge, Skills and Abilities
Exceptional knowledge of mortgage banking process and tools.
Deep-seated LOS business knowledge.
Extensive experience in working on tickets from a ticketing system.
Working knowledge of a wide range of LOS technologies, including Ellie Mae Encompass and Xerox BlitzDocs
Excellent analytic skills, attention to detail, and ability to work within time constraints.
Excellent level of interpersonal skills to work effectively with others.
Excellent level of oral and written communication skills. Ability to communicate across a variety of audiences.
Excellent level of computer skills and the ability to function in a windows environment utilizing Outlook, Word, and Excel.
Detail oriented and effective interpersonal skills. Solid decision making skills with display of professionalism in maintaining confidentiality.
Ability to rapidly acquire detailed knowledge of departmental policies, practices, and procedures.
Strong time management skills, fast learner, self-motivated, and comfortable taking initiative and handling multiple projects simultaneously.
Committed to taking responsibility and ownership for agreed actions and delivery.
Robert Half Technology matches IT professionals with remote or on-site jobs on a temporary, project or full-time basis. From roles in software and applications to IT infrastructure and operations, we provide you unparalleled access to exciting career opportunities.
Our experienced staffing professionals can promote you to employers and advocate on your behalf. We provide access to top jobs, competitive compensation and benefits, and free online training. For more opportunities, get the Robert Half app and receive instant notifications when our AI matches you with jobs.
When you work with us, you’re working with the best. Robert Half has been recognized as one of FORTUNE’s “Most Admired Companies” every year since 1998 and was named to Forbes’ inaugural list of America’s Best Temporary Staffing Firms.
Questions? Call your local office at 1.888.490.4429. All applicants applying for U.S. job openings must be authorized to work in the United States. Benefits are available to temporary professionals. Visit https://roberthalf.gobenefits.net/ for more information.