• Job Description

  Req#: 23-799

  Position:

  Product Support Representative IV

  Job Description:

  SUMMARY

  Provides in-depth product support to Black Knight clients by resolving incoming inquiries through phone and e-mail communication. Administers the necessary requirements to resolve and maintain client accounts and ensures that the quality and utilization of Black Knight software products satisfies client needs.

  LOCATION

  Hybrid work from either our Overland Park, KS or Jacksonville, FL office is required with flexibility to work remote up to 2 days per week with hours of 9:00 am to 6:00 pm or 10:00 am to 7:00 pm Central time.

  RESPONSIBILITIES

  • Maintains and fosters the relationship between the clients and Black Knight by ensuring client satisfaction, maintaining client communication and problem resolution
  • Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters
  • Research technical issues and documents resolution
  • Works on one or more projects as a team member or occasionally as a project lead
  • May coach more junior staff
  • Works under general supervision with increasing latitude for independent judgment
  • Works on cases that last several hours to several days. May consult with senior peers on certain projects
  • Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action
  • Documents customer information and recurring technical issues to support product quality programs and product development
  • Recreates client issues in test environment, identifies/documents how applications and systems interact to support business processes
  • Performs other related duties as assigned

  MINIMUM REQUIREMENTS

  • High school diploma or GED
  • Requires 6+ years of product and/or application support or other relevant work experience
  • Excellent organizational and time management skills
  • Excellent oral and written communication skills
  • Strong documentation skills
  • Strong analytical and problem-solving skills
  • Real Estate industry experience
  • UAT or other application testing experience
  • Experience working in a client-facing role identifying customer objectives, suggesting solutions, and consulting on best practices

  PREFERRED QUALIFICATIONS

  • Bachelor's degree
  • Real estate industry experience
  • Knowledge of Black Knight products, services, and capabilities
  • Ability to mentor and train more junior level team members
  • Experience troubleshooting and triaging software applications
  • Self-starter with proven ability to work independently

  Black Knight carefully considers multiple factors to determine compensation, including a candidate’s education, training, specialty, experience, and work location. The base salary (exempt) or hourly rate (non-exempt) is just one component of the total rewards package offered to our employees, including potential bonus or commission eligibility, insurance (medical/dental/vision/life/disability), matching 401(k) plan and matching employee stock purchase plan

  EEO Statement:

  Black Knight is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, and protected veteran or military family status. Our employees’ diversity is our strength, and when we embrace our differences, it makes us better and brighter. Black Knight’s commitment to inclusion is at the core of who we are, and motivates us in how we do business each and every day.

  Location:

  Overland Park, KS

  Time Type:

  Full time

• About the company

  Black Knight is the premier provider of integrated technology, data and analytics that lenders and servicers look to first to help successfully manage the entire loan lifecycle.

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