Job Details
**Description**
**CrossCountry Mortgage** started in Cleveland in 2003, when our President and CEO Ronald J. Leonhardt, Jr., had the vision to become a nationwide full-service lender that could provide more to customers meeting their home financing needs, being there every step of the way, and making homeownership dreams possible and affordable. Were continuing to expand our nationwide footprint, and were not stopping any time soon!
**We Care!** CrossCountry Mortgage offers eligible employees a robust, industry leading benefits package including medical, dental, and vision insurance, as well as a 401(k) plan with a generous employer match! We also offer company-provided Short-Term Disability, Employee Assistance, and Wellness Programs. Those who work at our corporate headquarters in Northeast Ohio also enjoy a casual dress code, an on-site market cafe, and an upbeat working environment!
**Position Overview**
The IT Service Delivery Technician I on the Audio/Video Support team is responsible for providing resolution to incidents and the fulfillment of service requests pertaining to audio/video technologies onsite within the CrossCountry Mortgage corporate offices. This role will be responsible for assisting all CCM personnel and guests with all their audio or video connectivity needs as they pertain to the authorized and supported system offerings available.
**Responsibilities**
**Incident Resolution and Service Request Fulfillment**
* Monitor and respond to all A/V related incidents presented in a customer focused manner.
* Triage, troubleshoot, and resolve disruptions to services for individuals and groups of users within the CCM corporate environment.
* Fulfill service requests pertaining to A/V technologies in a timely manner which does not violate any corporate security protocols.
* Document all work in CCMs IT Service Management ticketing system by recording all relevant troubleshooting, actions taken, and following all IT guidelines regarding case quality.
* Maintain or exceed all CCM standard Service Level Objectives (SLO) response rates.
* Actively coordinate with team members and other service support groups to effectively resolve incidents and requests in a timely manner when needed.
**Knowledge Management**
* Review and understand standard operating procedures (SOP), make recommendations, and assist with making improvements where possible.
* Participate in the creation, documentation, editing, and sharing of A/V related knowledge articles.
* Identify areas of knowledge for inclusion in user facing artifacts such as how to guides, quick reference documents, and self-service articles.
* Maintain a strong foundation of skills within the currently supported platforms and keep current with all new emerging related technologies. Subject Matter Expert (SME) for all Audio/video related technologies.
**Continual Service Improvement**
* Recommend and help implement process and platform changes focused on improving the user experience
* Work to maintain efficient and proficient case closure volume and adhere to all team and division guidelines for customer service, technical documentation, and policy adherence.
* Teamwork
**Security**
* Security is everyones responsibility. You will read and understand all the CCM security policies and adhere to all directives as prescribed. Both physical and cyber related.
* You will be ever vigilant to all suspicious activity and report it to the proper management authorities immediately.
* You will ensure that your work product consistently meets all CCM security directives and policies as defined and consult and work with the IT Security operation on subject matter in question.
**Position Requirements**
**Desired Qualifications**
* Associate degree in Technology or Business, or 2 years of equivalent work experience.
* Experience working in and supporting A/V equipment and desktop computing hardware and software in a corporate environment.
* Basic familiarity with the principles of ITIL.
* Developed sense of professionalism, combined with an outgoing and friendly demeanor, and exceptional personal and customer service skills.
* High level of initiative and willingness to tackle unfamiliar situations and technical issues.
* Effective Communications Skills, and significant patience and empathy interacting with all employees and staff.
**Success Criteria**
* Demonstrated ability to operate independently, with minimal direction provided by supervisor.
* Demonstrated ability to effectively collaborate with business leadership, vendors, and customers.
* Demonstrated friendly and compassionate demeanor, and an advocate of the company and support teams.
* Ability to effectively prioritize and execute tasks in a high-pressure environment.
* Excellent written, oral, and interpersonal communication skills.
* Maintain positive customer satisfaction ratings.
This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.
CrossCountry Mortgage, LLC offers **MORE** than a job, we offer a career. Apply now to begin your path to success!
**CrossCountry Mortgage, LLC. (NMLS3029) is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to race, religion, color, orientation, gender, age, national origin, veteran status, disability status or marital status. Employment is contingent upon successful completion of a background investigation. CrossCountry Mortgage, LLC. is an FHA Approved Lending Institution and is not acting on behalf of or at the direction of HUD/FHA or the Federal government. To verify licensing, please visit** .