Tier 2 Customer Care Team Analyst

October 2

⚔️ Virginia – Remote

Although this job is listed in Virginia, this company may be open to hiring remote in other states.

💵 $40k - $80k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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PhoenixTeam

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Fintech • Real Estate • AI

PhoenixTeam is a company specializing in providing innovative solutions and services to the mortgage industry through integration of data analytics and software development. They focus on delivering quality outcomes by leveraging advanced technologies and methodologies to enhance business processes and drive value for clients in both commercial and federal sectors. Their offerings include training programs, advising, coaching, and customized product solutions designed to align with the specific needs of mortgage professionals, ensuring successful implementation and user adoption.

51 - 200 employees

Founded 2015

💳 Fintech

🏠 Real Estate

📋 Description

• Analyze, create, and implement resolution options for Tier 2 customer support inquiries to the VA LGY Customer Care Help Desk • Work across teams to understand and find solutions to Tier 2 customer support issues • Use Salesforce DataLoader to resolve data correction needs or other data updates as needed • Analyze requirements for data correction or data update scripts and work with Oracle DBAs on script creation and review • Present Tier 2 ticket resolution scripts at the daily Change Control Board for approval • Attend daily standups to report on progress and any blockers • Understand and adhere to customer care KPIs and SLAs • Create high quality client deliverables with regular supervision from team lead • Prepare and review solution options with team lead to solve tough challenges • Be a good teammate to the client and the delivery team, encouraging and enabling teammates to be their best selves • Maintain positive relationships with the client

🎯 Requirements

• Bachelor's degree and 3 years of relevant experience • An additional 2 years of experience with an Associate's Degree • An additional 4 years of experience with a high school diploma • Excellent verbal and written communications skills • Strong attention to detail with proven analytical and problem-solving skills • Can easily shift focus between high priority tasks as required • Demonstrates leadership in the face of ambiguity, rather than waiting for direction from above • Navigates through challenges to consistently get things over the finish line • Proficiency with Microsoft Suite (Word, Excel, PowerPoint, Outlook)

🏖️ Benefits

• NA