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Technical Support Analyst

Company: RamQuest
Location: Plano
Posted on: July 13, 2018

Job Description:

RamQuest is a Texas-based corporation that has been serving the title industry since 1991. As the provider of the Land Title industry's most comprehensive title and settlement solutions, RamQuest's products are currently in use for closings in all 50 states.

At RamQuest, our customers are at the heart of everything that we do. We continuously strive to nurture our customers' success by delivering the most innovative technology and creative service offerings. As we grow, our goal is to always work to be a champion for our customers so if you're a professional who loves finding new ways to make a difference and you would like to grow with us, let's talk!

RamQuest offers competitive and comprehensive benefit plan including Medical, Dental, Vision and an ESSOP plan.

Job Description:

The Technical Support Analyst provides professional phone and email support to RamQuest Customers who are utilizing the RamQuest applications.

Job Duties:

  • Provide professional phone and email support to RamQuest clients for all modules
  • 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 platforms and operating systems utilized
  • Will be required to learn how to use various software utilities as well as develop some knowledge of our programming languages
  • Some interaction with Quality Assurance for testing program changes, new releases, or user documentation
  • Deployment of software 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
  • Participation as a Customer beta rep to assist Customers who have installed the latest RamQuest version to assist moving issues toward resolution and provide explanation or assistance with new software changes
  • Make on-site Customer visits to assist with new Customer transition or assigned to install a new RamQuest release software upgrade at a Customer site
  • Required to participate in on-call rotation, which includes nights, weekends and holidays
  • Any other duties as deemed necessary to provide quality service to the RamQuest client base

    Knowledge & Experience Required:

    • A.S Degree or higher in a related field preferred
    • Title Industry applications experience required
    • Previous software help desk experience helpful
    • Strong computer skills: Programming background, knowledge of Windows Administration, SQL Administration and Networking Administration a plus
    • Proficient in Microsoft Office Suite and Outlook
    • Up to 5% travel required
    • 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

      Additional Information:

      • This is a direct hire opportunity with RamQuest
      • We offer Health, Dental, Vision, and Life Insurance. Short-term/Long-term Disability coverage, and Retirement options
      • Paid vacation, paid sick, and paid company holidays
      • Conveniently located in Plano, TX off of the Dallas North Tollway and Plano Parkway
      • Business hours are 8am - 5pm with some flexibility
      • Casual dress code


        Job Posted by ApplicantPro

        Keywords: RamQuest, Dallas, Technical Support Analyst, Professions, Plano, Texas

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