Job Description:
The Tier II Technical Support Analyst is a designated product, software and services support specialist in RamQuest’s Customer Experience organization. The key role of the Customer Experience organization is to field product inquiries which include trouble reporting and issue isolation/identification and correction. Specifically, the role of the Tier II Technical Support Analyst is to provide an elevated role of support to internal and external Customers.
Provide Tier II Technical support for RamQuest products:
Receive and analyze any information submitted escalated by Tier I for the identification, validation, resolution of customer reported issues.
Provide professional phone, Live Chat, and email support to RamQuest clients for all RamQuest products
Responsible for assessing the Customer’s business need or problem, using on-line tools and analytical thinking to diagnose and resolve the issue or business need
Responsible for accurately logging the call information into the RamQuest call tracking system
Responsible for retaining ownership of calls and following up with Customers frequently with current updates until a resolution is reached
Research open issues thoroughly and quickly move those issues toward an accurate resolution
Expected to develop a thorough working knowledge of each RamQuest application as well the op2 platform and operating systems utilized
Deployment of products as necessary to meet the business needs of our Customers
Attend and participate in RamQuest or other job related training courses while maintaining daily department goals
Must have ability to work a flexible schedule M-F 7am-7pm
Any other duties as deemed necessary to provide quality service to the RamQuest client base
Required Qualifications:
A.S Degree or higher in a related field preferred
Title Industry applications experience preferred
Three years’ software help desk experience
Previous technical support experience operating in a Tier I or above capacity
Strong computer skills: Programming background, knowledge of Windows Administration, SQL Administration, and Networking Administration a plus
Proficient in Microsoft Office Suite and Outlook
Able to prioritize Customer issues and escalate or solve with urgency
Excellent written, proofreading, and verbal communication skills
Must be detail oriented, organized, and have the ability to multitask
Ability to demonstrate supportive relationships with peers, clients, partners, and corporate executives
Must be flexible with a can-do attitude and have the ability to remain professional under high pressure situation
Ability to retain and protect confidential material
Criminal and MVR backgrounds meet our company hiring criteria
Physical/Mental Demands:
#LI-KT1
#LI-Hybrid
We offer a competitive salary, and an excellent benefit package including health, life, and disability insurance; paid time off; and retirement plans
Note: If you currently are employed by Old Republic Title (or one of its wholly owned affiliated companies) please get in touch with your human resources representative regarding the application process.
For California applicants, please click the following link to view our
CCPA Applicant Notice
Old Republic Title is an Equal Opportunity Employer