Help Desk Tier-VIP

| Chicago

Job Description

The Financial technology space "Fintech" is booming and Guaranteed Rate is at the center of it. We are growing like crazy, and are one of the most successful Chicago startups. We are focused on automating the mortgage process for consumers. Imagine getting a mortgage with no email, no faxing, no stack of papers in 10 days or less instead of 40 or more! If you have been through the process of buying a home you know how amazing this will be. We are the #8 lender in the country and one of only 2 that is independent (not a bank) so we are in a good spot to win this race. We have already made tremendous strides and we are looking for someone who wants to help us finish the job and disrupt the entire industry.

Who is GR?

Guaranteed Rate is not your typical company and certainly not your typical mortgage company. We are technology driven, have tons of energy and we love what we do – great people and great products alongside our impeccable customer service (83 NPS, unheard of!). We’re in a River North office with exposed brick and duct work, windows we can actually open during the summer. The awesomeness doesn’t end there, we also have:

  • Holiday parties? We got’em! Not just major holidays, any holiday….Mardi Gras, Valentine’s Day, St. Paddy’s Day, Opening Day, Boxing Day (for our Canadian employee), Sweetest Day, Groundhog Day, etc..
  • Game room, library and white board paint for collaboration – yeah, it’s awesome.
  • Access to our free GR nurse practitioner. Psshh who needs a doctor’s appointment when our nurse can do it all? Did we mention the free part?
  • 401k with some matching, Blue Cross health care coverage – yup, dental and vision too, short-term disability, life insurance – we got ya covered on this one, legal assistance – for a small monthly fee.
  • Oh and did we mention you get a big fat employee discount on the origination fees to get a new mortgage or refinance thru Guaranteed Rate?

So what do we want from you?

We are currently seeking a hard-working, dedicated President’s Club IT Support in Chicago, IL to join our innovative and passionate team. President’s Club Support functions as our highest-level support role between tier 1 and our infrastructure and platform teams. Directly supporting executive staff and top sales producers, quick turn around times are a MUST.

Responsibilities:

  • Provide “white glove” support service for all President’s Club level members company-wide. These are our top 10% earners as well as their support staff and any other c-level or higher executives.
  • Expected night and weekend on-call rotation
  • Initial response expected within 15-minute service level agreement timeframe.
  • Act as an escalation point between other support teams as necessary
  • Keep peers and clientele informed of trends, significant issues, and unexpected delays to support requests
  • Perform level one, two and three software support and administration for third-party products
  • Troubleshoot basic and advanced problems with supported systems and applications - identify, explain and resolve problems
  • Adhere to and recommend improvements to the operational environment based on a working knowledge (e.g., jobs, schedule, hardware, software, etc.)
  • Maintain standard operating processes, procedures, and documentation
  • Access and provide support in a dynamic environment often times acting as the middle person between business stakeholders, development, and platform teams.
  • Top level customer service skills expected

Qualifications:

  • Bachelor’s degree in Computer or Information Science, Technical School or equivalent experience preferred
  • Previous mortgage industry experience is a huge plus!
  • 3+ years’ work experience in a first level IT Help Desk role
  • Ability to work under high pressure with time sensitive tasks
  • Experience in relevant Microsoft technologies, including Active Directory, Exchange/Office365, SharePoint, SCCM, basic Powershell etc. As well as other applications such as Encompass, Cisco Unity/CallManager, Meraki, Box, Mimecast, and ServiceNow
  • Service oriented mentality with a strong customer focus
  • Strong oral and written communication skills, with the ability to effectively communicate to a variety of audiences
  • Strong problem-solving abilities with the ability to use sound judgment when escalating incident and problems
  • Reliable work ethic and commitment to raising the bar by going above and beyond
Read Full Job Description

Location

3940 N. Ravenswood , Chicago, IL 60613

What are Guaranteed Rate Perks + Benefits

Guaranteed Rate Benefits Overview

• Our location rocks – right off the brown line at Irving Park. Our home base is a hip office with exposed brick and duct work, windows we can actually open during the summer, and an open floor plan. Rather than a cubicle life, we work in an open and collaborative environment.
• An in-house café offers breakfast, lunch and a late afternoon healthy snack. We subsidize all meals so you’ll never pay full price.
• Access to the office gym for only $20 a year. Yes, a whole year! There is also yoga, cross fit, and boxing offered for a very small fee. We want our folks happy, healthy, and feeling good.
• A FREE on-site nurse. Psshh who needs a doctor’s appointment when our nurse can do it all?
• A 5,000 square foot rooftop deck that’s available to everyone all day and all evening with WiFi, two bars, music, grills, fun umbrellas, a ping pong table, corn hole, and fire pits. All of this is offered when Chicago gives us those non-snow covered days.
• Holiday parties? We got’em!! Not just major holidays, any holiday. We also have monthly celebrations on our Rooftop.
• Inter-office contests like the Great Mac-Off, Chili Cook-Off and Limbo. We always keep you guessing, participating, and wanting more.
• 401k with percentage matching, Blue Cross health care coverage (yup, dental and vision too), short-term disability, life insurance, and even legal assistance (for a small monthly fee)…and did we mention the awesome rooftop deck?

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company's diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Acme Co.'s team fitness initiatives include In-office yoga, In-office fitness classes.
Retirement & Stock Options Benefits
401(K) Matching
Vacation & Time Off Benefits
Paid Holidays
Paid Sick Days
Perks & Discounts
Commuter Benefits
Happy Hours
Professional Development Benefits
Mentorship program
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