• Software Support Representative

    Job Locations US-KS-Kansas City
    Job ID
    2018-2219
    Job Type
    Regular Full-Time
    Department
    Trustee & Fiduciary Services
  • Description:

    Branchless industry pioneer, BofI Federal Bank [NASDAQ: BOFI] with over $8 billion in assets is one of the fastest growing banks in the nation! We are rated in the top 5 of online banks in the country!  

    Our Trustee and Fiduciary Services division provides specialized software and consulting services to Chapter 7 and non-bankruptcy trustees in all 50 states.

     

    The Software Support Representative will be responsible for providing technical (IT) support related to our proprietary software offerings via telephone. You will also be responsible for resolving customer issues and logging detailed activities related to each call into internal ticketing system. This position reports directly to the Supervisor of the Contact Center. A successful contact center representative must possess a drive toward excellence, be responsive, self-motivated, and a strong communicator. Additionally, representatives must be adaptable, demonstrate ownership and exercise the golden rule in every interaction.

     

    Responsibilities include:

    • Troubleshoot and resolve issues related to software problems, resolving issues for clients pertaining to the suite of Bankruptcy Software Products
    • Become knowledgeable of the bankruptcy industry as it relates to TCMS products and our clients
    • Log all call/email details into internal ticketing system
    • Demonstrate ownership of issues reported and track to timely resolution
    • Assign special projects related to assisting clients
    • Adhere to Service Excellence Standards when interacting with clients both internally and externally

     

    Key Skill Sets or Knowledge Requirements:

    • Work well in a fast-paced office environment where there is extensive contact with clients and employees
    • Have patience and the ability to work in what can be a stressful environment
    • Highly effective team members thrive on being in an environment that rewards their professionalism
    • Excellent communication skills, verbal and written
    • Good with the details
    • Flexible and willing to adapt
    • Resourceful
    • Collaborative

    Desired Career Experience & Education Requirements:

    • ​1 year customer service related work in an office environment
    • Software support   
    • Once trained the selected candidate may work either 9AM – 6PM or 9:30AM – 6:30PM
    • ​​High School diploma

    Preferred:

    • 4 year degree 
    • Legal, banking, bankruptcy or other fields relating to law 
    • A+ certification

     

    Job Functions & Work Environment:

     

    While performing the duties of this position, the employee is required to sit for extended periods of time. Manual dexterity and coordination are required while operating standard office equipment such as computer keyboard and mouse, calculator, telephone, copiers, etc.

     

    The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

     

     

    Equal Employment Opportunity:

     

    BofI Federal Bank is an equal opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, religious creed, color, sex (including pregnancy, breast feeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, military and veteran status, marital status, age, protected medical condition, genetic information, physical disability, mental disability, or any other protected status in accordance with all applicable federal, state and local laws.

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