Lendesk Hiring for Technical Customer Support Representative at Vancouver, BC Full Time

We’re a financial technology company on a mission to create graceful products that simplify the mortgage process, and help fund the future. Our flagship product is an advanced digital mortgage

origination platform that connects borrowers, brokers and lenders. We’re a fast-growing team of 60+ employees, composed of innovative and engaged individuals working collaboratively to deliver a unique digital home buying experience.

What We Offer

In addition to the exciting work, great people and a fun and supporting culture, we offer extensive benefits and perks package:

● Competitive salaries

● Comprehensive benefit plan including dental, medical and vision

● The latest in hardware and software tools

● Budget for continuous development and training

● Home Office Support benefits and remote team events

● This is a remote work opportunity working PDT (Pacific) hours

Job Description

The Technical Customer Support Representative works inside our Customer Success team to aid in building a fully digital mortgage process. For example, our products send mortgage data to lenders for important underwriting decisions and a Technical Customer Success member is vital in helping to make this process smooth. When an issue does occur, the job requires coordination with our developers, product managers, and lender partners to uncover problems and solutions. The Technical Customer Success representative is at the centre of important discoveries, communicating across different teams at Lendesk, and with clients and lenders.

Responsibilities

● Management of inbound user chat requests, calls and email inquiries.

● Provide daily support to our users of various Lendesk products including answering questions, analyzing problems, and quickly forming solutions to remove customer impediments.

● Provide technical support for customers and the customer success team with the goal of reducing the frequency of issues escalated to development teams for further investigation and resolution.

● Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.

● Act as a technically trained representative for the customer success team, empowering the non-technical customer support representatives and raising the bar for technical skills within the team.

● Maintain detailed records of interactions with customers, problem-solving activities, and completed solutions along with any further actions required of management or development and product teams.

● Plan and coordinate onboarding and delivery of enterprise gateway clients (customization, APIs, etc.)

● Increase personal technical and product knowledge by reading trade publications, operating manuals, diagnostic logs, and attending conferences or seminars when possible.

● Maintain and develop training documentation and troubleshooting procedures to help both support personnel and end users with Lendesk products.

● Communicate client-specific features and enhancements to our customers.

● Investigate issues and be the main point of communication between users, lenders and other third party providers such as MPP, SnapNoa.

● Report incidents as they occur using Jira and follow up on tickets with developers and clients

● Maintain internal team member education resources and conduct training pertaining to customer support best practices

● Train new customer success hires on the functionalities of Finmo, Enterprise and Gateway

Skills & Experience

● Minimum 2 Years experience in Customer Support preferably in a technical capacity

● Bachelor’s degree or diploma in Computer Science, Engineering, Computer Information Science,

● Information Technology, a related field, or equivalent industry experience

● Strong understanding and familiarity with common desktop and web browser usage and concepts.

● Basic understanding of web application concepts (e.g. https, html, etc.)

● Basic understanding of command line and terminal usage

● Basic understanding of database concepts (e.g. tables, sql, etc.)

● Excellent communication skills

● Mortgage experience considered an asset