Support Specialist II

Posted Date 3 weeks ago(5/26/2021 5:41 PM)
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Position: Support Specialist II

Location: Tustin, CA

Position Summary:

Support Specialist II primarily focuses on supporting the questions and minor technical issues for Loan Officers, Real Estate Partners, and other end-users involving Zigzy’s product library. Work closely with end-users via email and telephone to ensure all reported issues are examined for user-error, escalated accordingly, and streamlined. As well, deliver above and beyond customer service and contribute to a positive environment.


  • Handles assigned tickets in the ticketing system and phone calls to ensure we meet Service Level Agreement expectations by using Zohodesk & Genesys Cloud.
  • Assist Stakeholders in collecting Enhancement requests
  • Initiate feedback to further develop the Support process
  • Perform UAT and post-production testing for our products
  • Must be knowledgeable of the assigned Team Experience products and the associated integrations.
  • Be an expert on all support processes, work-flows, and details.
  • Create new tickets for phone calls handled and document the reported technical and customer service issues
  • Build relationships and trust with end-users through above and beyond customer service, as well, follow up on reported issues
  • Collaborate and escalate technical issues to Support Engineers
  • Identify high priority issues and respond with a standardized escalation process
  • Work collaboratively within other Client Connection teams to provide assistance or solutions to the end-user
  • Administrative tasks related to platform work-flows such as user registrations, documentation, and etc.
  • Contribute to training new Support team members on product functionality and team processes
  • Maintain a structured and organized ticket queue in Zohodesk
  • Expectations are not limited to the above.


  1. Excellent written and verbal interpersonal communication
  2. Experience with Microsoft Office products
  3. Customer Service

Desired Education/Experience:

  1. Tech Customer Support experience a plus
  2. Mortgage/Real Estate experience or knowledge a plus


Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S.

Other Duties: This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned in order to meet the needs of the organization.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.

[EOE/M/F/D/V. Drug-free workplace.]




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