Technical Support Analyst

Hybrid positions available in Wilmington, DE; Lewisville, TX; Springfield, IL; Tallahassee, FL; and Sacramento, CA. Schedule: 8am–5pm PST / 10am–7pm CT / 11am–8pm EST. Occasional overtime, including weekends, may be required based on customer inquiry trends and needs.

About the role

The Technical Support Analyst within the support organization is primarily responsible for working with financial customers to address inquiries related to the Lien Perfect for Lenders software and products. This role develops a high-level knowledge of Lien Perfect products and couples it with technical expertise in Microsoft enterprise systems and related information technologies to validate and triage customer questions across all inbound support channels: online case, phone, email, chat, and more.

Responsibilities

• Provide technical case support (all channels) for Lien Perfect customers and other internal CSC teams using current support tools.
• Collaborate with distributed teams, including development, quality assurance, project management, and product management, to support quality software in a fast-paced environment.
• Work independently with minimal supervision, making sound decisions based on experience and understanding of Lien Perfect products and the customer base.
• Document all customer issues in the CSC case tracking system and assign or document appropriate solutions.
• Provide solutions to all customer inquiries and review knowledge base content to ensure quality and accuracy.
• Develop proficiency in all Lien Perfect products from a technical perspective.
• Perform release testing of customer scenarios before and after new product releases, including triage and identifying potential software enhancements.
• Assist on various projects as assigned and learn new technologies to improve internal efficiency solutions.
• Demonstrate exemplary standards of ethical conduct and coach or mentor junior team members.

Requirements

• Relevant software or customer service support experience.
• High standards of customer service, honesty, and integrity.
• Proficiency with Microsoft products and the ability to quickly learn CSC technologies.
• Ability to accurately and completely document case information in the CSC case tracking software.
• Excellent problem-solving skills and a strong, positive attitude with a disciplined work ethic.
• Strong team focus with the ability to work independently.
• Excellent written and verbal communication skills, with the ability to build strong relationships across departments.

Benefits

• Competitive and comprehensive benefits package, including annual leave and tuition reimbursement.
• Success Sharing bonuses or commission plans based on role and individual performance.
• Referral bonuses and hybrid or remote work schedules, as business needs allow.
• Support for colleagues with disabilities, ensuring necessary resources to thrive in their roles.
• Global career opportunities and a growth-oriented environment.

About Us

CSC is a global business, legal, and financial services company based in Wilmington, Delaware, providing knowledge-based solutions to clients worldwide. With offices in over 140 jurisdictions and more than 8,000 colleagues, CSC is the business behind business.® We foster a diverse and inclusive environment where everyone is valued and have won several employer recognition awards, including Top Workplace USA and Great Places to Work India.