Support Analyst
Description
At Mortgage Cadence, we focus on creating the best loan origination system (LOS) available. The Mortgage Cadence Platform (MCP) is your all-in-one solution, whether you need a pre-configured or highly customizable platform.
MCP’s end-to-end LOS includes our top-rated point-of-sale, with an open architecture and robust APIs for seamless integration of niche technologies. Automated workflows and intuitive design tools deliver a customizable, outstanding experience for both borrowers and users.
Job responsibilities
- Act as the first point of contact for customer support inquiries
- Communicate clearly and professionally with customers in a customer-facing role
- Troubleshoot, diagnose, and resolve issues within agreed service levels
- Log, track, and manage tickets using the ticketing system
- Escalate issues to relevant teams when required and follow up to closure
- Maintain accurate documentation of issues and resolutions
- Adhere strictly to company policies, procedures, and compliance standards
- Handle multiple tasks simultaneously while prioritizing critical issues
Requirements
- Impeccable communication skills, customer-facing role
- Passionate about customer experience
- Strong attention to detail and troubleshooting ability
- Able to multi-task and prioritize
- Strict adherence to company policies and procedures
- Mortgage knowledge, ticketing system, and prior support experience preferred