Job Summary
- Company
- eMASON Inc.
- Location
- Clearwater, FL 33762
- Industries
- Computer Software
- Job Type
- Full Time
- Employee
- Years of Experience
- 2+ to 5 Years
- Education Level
- Bachelor's Degree
- Career Level
- Experienced (Non-Manager)
Software Support Representative
About the Job
eMASON, Inc. is a rapidly growing Clearwater, Florida-based Technology Company which specializes in process centric web based technology. We currently have an immediate need for an Application Support and Training Coordinator. Our organization is friendly, fast-paced and promotes out-of-the box thinking. The salary is very competitive but is directly related to qualifications and experience. The benefits are also competitive.
Software Support Representative
Overview:
The Software Support Representative position is responsible for providing Clarifire support and training to eMASON clients. The Clarifire application is predominantly utilized in the Financial Services Industry, specifically Mortgage Banking. For this role, the Software Support Representative is responsible for educating eMASON clients on using the Clarifire application to automate Mortgage Banking specific processes.
Responsibilities will include but not limited to:
Application Support:
- Provide application/and troubleshooting of Clarifire application to eMASON clients. This involves analyzing user issues to determine possible problems sources/resolutions as well as following-up with clients regarding outstanding issues. Sample client issues might be: user id creation/password set up, training, data connectivity/web services and overall process flow.
- Determine whether issues can be resolved by Level 1 or need to be escalated according to established Escalation procedures.
- Acquire a complete and comprehensive technical understanding of Clarifire.
- Monitor incoming Support issues, notice trends or common issues, and communicate this information to management and the Business Team.
- Involvement in support testing efforts (Integration, User Acceptance and QA) and deployment (configuration management, change controls, and release management).
- Take ownership in managing the eMASON ticketing system and updating Client tickets according to current status.
- Provide basic training and information to Users regarding application and system usage and procedures.
- Conduct online training sessions as needed with new and existing clients and users utilizing eMASON-approved web-training tools.
- This person will be in direct contact with high profile clients as end users and must have excellent communication skills, with an emphasis on verbal and written communication.
- Minimum of 2 years working in a Help Desk Department and/or related environment.
- Bachelors Degree required.
- Telephone skills sufficient to handle a high volume of calls in a professional and courteous manner.
- Previous experience facilitating online training sessions.
- Knowledge of Microsoft Office applications sufficient to generate reports and track projects.
- Analytical skills sufficient to determine source and resolution of highly complex problems and think “out of the box”.
- Ability to elicit information from others when requirements are insufficient and/or unclear.
- Ability to multi-task and work under the pressure of strict deadlines and time constraints.
- Financial Services/Mortgage banking knowledge desirable.
- Must exhibit mature judgment and relate well to others.
- Flexible with work schedule/possible shifts between 8:00 am to 8:00 pm EST.
IN ORDER TO BE CONSIDERED FOR THIS POSITION, PLEASE APPLY ONLINE AT www.emason.biz/careers.html
eMASON, Inc. is a smoke-free workplace.
Please no agencies, faxes, or phone calls. Thanks!
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Contact Information
eMASON Inc.
