Help Desk Support Specialist

4 weeks ago


Yardley, Pennsylvania, United States TEKsystems Full time
Job Description

Job Summary

We are seeking a highly skilled Help Desk Analyst to join our team. The successful candidate will provide technical support to our mortgage servicing business, resolving inquiries and issues in a timely and professional manner.

Key Responsibilities

  • Provide first call resolution and root cause analysis on the help desk
  • Interact with clients through telephone, email, and chats
  • Work with all levels of mortgage servicing inquiries, including payments, escrow analysis, insurance, tax, and default
  • Participate in extended training program meeting assessment requirements throughout assignment
  • Must be flexible with work schedule; assigned schedules may include early morning, day, and evening shifts
  • Attend company-sponsored training and development programs to enhance technical skills
  • Meet key performance metrics with high emphasis on quality and productivity

Requirements

  • Working knowledge of Windows 7/10 operating system, MS Office suite (Word, Excel, and Outlook)
  • Ticketing system experience (3 months experience will suffice); currently using Footprints
  • Previous phone support experience via Help Desk or call center environment (3 months experience via help desk or over 1 year of experience via call center)
  • Bachelor's degree or equivalent work experience preferred
  • Strong work ethic and strict adherence to work schedule times and deadlines
  • Flexibility and ability to adapt to change quickly
  • Ability to work with all levels of management
  • Excellent Listening skills
  • Strong problem resolution skills
  • Excellent verbal and written communication skills

Why this Role Matters

This role is critical in supporting our mortgage servicing business, ensuring that our customers receive timely and effective support. If you are a motivated and detail-oriented individual with a passion for helping others, we encourage you to apply.

What We Offer

  • Outstanding benefits package including paid medical, dental, and life insurance, 401(k), employee ownership, tuition assistance, and more
  • A supportive work environment with opportunities for advancement and growth
  • Business casual work environment with great people and open communication


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