Role overview
Support Specialist provides first-line support for mortgage software customers, resolving inquiries and coordinating escalations through completion. The role handles incoming communications, records interactions in case management systems, and keeps clients informed while applying established resolution methods.
Client Support Responsibilities
- Coordinate with internal departments to resolve client problems and follow through until cases are complete.
- Use judgment and basic decision-making authority to address customer concerns.
- Help develop support delivery strategies, escalation procedures, and training, while mentoring Client Support Specialist I associates.
- Explain products and services, answer questions, and resolve inquiries.
- Carry out activities that support implementation of procedures.
- Ensure inquiries receive appropriate follow-up and resolution, escalating issues that cannot be addressed directly.
- Provide coverage for a supervisor during staff or customer meetings when needed.
Required Skills
- Previous technical support and/or customer service experience.
- Strong interpersonal, written, and verbal communication skills.
- Self-motivation, organization, and close attention to detail.
Preferred background
- A bachelor’s degree from an accredited college or university in a software-related field, or equivalent technical experience, with a current major GPA of 3.0 or higher.
- Familiarity with credit applications, loans, underwriting, and credit scoring.
Employment and Pay
This is a full-time remote position in the United States. Annual salary is USD $47,130–$68,400.