Technology Support Specialist - Mortgage

October 11

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Home Purchase • Home Refinancing • Cash Out Loans • Customer Service • Consumer Lending

501 - 1000

💰 $100M Series A on 2021-06

Description

• Provide prompt and helpful analysis and response to support requests • Utilize a web-based ticketing system to respond to and update customers, adhering to established service level agreements • Identify, prioritize, and escalate urgent issues requiring advanced technical support • Identify and troubleshoot a variety of end-user requests across Encompass, nCino, and Process Automation technologies • Track incoming ticket types to identify trends and facilitate training and resources as needed • Assist with communicating technology changes and updates to the field as necessary • Update and maintain system documentation supporting root cause analysis and solutions • Assist with new user setup and user maintenance • Learn and execute basic functions of LOS, POS, and Process Automation to assist with day-to-day system administration • Serve as a subject matter expert on designated projects and initiatives as needed • Provide excellent customer service

Requirements

• Strong written and verbal communication skills • Ability to work independently leveraging internal time management skills • Strong troubleshooting skills • A love for helping others through great customer service • Flexibility and adaptability to perform in a high-volume, fast paced, and dynamic environment • Outstanding communication and organizational skills • Ability to be solution driven in challenging situations, while still providing empathy and understanding for technical issues • 1+ years of experience in a customer facing support role • 1+ years of customer service experience

Benefits

• Medical/dental/vision • Paid holidays • Paid time off • Parental leave • Life/ Accident/ Critical Illness insurance • Short- and long-term disability • 401K with company match • Discount on home mortgage refinances or purchases