Systems Support Specialist-Onsite Cincinnati, Ohio

Fifth Third Bancorp
Cincinnati
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: associatesSkills: ["Professional communication","Analytical thinking","Attention to detail","Problem solving","Customer service"]

Provide phone and email support to mortgage origination system users, diagnosing hardware, software, and operator issues and guiding end users in resolving problems. Serve as the liaison between business users and Information Technology to ensure timely issue resolution, triage incoming requests, and escalate complex defects. Maintain accurate call logs and records, handle mortgage change requests, and continually build knowledge of mortgage systems, products, and processes.

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Fifth Third Bancorp
Fifth Third Bancorp
1 day ago

Systems Support Specialist-Onsite Cincinnati, Ohio

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Provide phone and email support to mortgage origination system users, diagnosing hardware, software, and operator issues and guiding end users in resolving problems. Serve as the liaison between business users and Information Technology to ensure timely issue resolution, triage incoming requests, and escalate complex defects. Maintain accurate call logs and records, handle mortgage change requests, and continually build knowledge of mortgage systems, products, and processes.
Location: Cincinnati
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Answer user inquiries by phone and email in a professional, courteous manner regarding system problems.
  • •Diagnose hardware, software, and operator issues and instruct end users in using equipment/software or reference materials.
  • •Liaise between users and Information Technology to resolve issues, including maintaining ongoing communications and updates.
  • •Triage incoming calls using judgment to resolve, transfer, and recommend remedial actions; troubleshoot, test, and escalate complex defects.
  • •Maintain accurate records, procedures, and call logs; complete defect reports/tickets and accurately process mortgage change requests.

Key Requirements

  • •High school diploma (or equivalent) required; associate’s degree in a related field preferred.
  • •2+ years of customer support/call center/contact center experience preferred.
  • •Previous technology-related industry experience preferred.
  • •Excellent verbal and written communication skills, with strong analytical and problem-solving abilities.
  • •Basic knowledge of computer hardware/software concepts and working knowledge of Microsoft products. Basic mortgage knowledge preferred but not required.
Experience:2+ years
Education:Associate's
Skills:Professional communicationAnalytical thinkingAttention to detailProblem solvingCustomer service
Tech Stack:MicrosoftMicrosoft products

Company Brief

Fifth Third Bancorp
Fifth Third Bancorp is a diversified bank holding company offering consumer, commercial, and wealth management services. Through its banking subsidiaries, it provides deposits, lending, treasury management, payments, and investment solutions across the Midwest and Southeast.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Cincinnati, United States
Founded: 1858
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