Application Helpdesk Specialist
Benchmark Mortgage
full-time
Posted on:
Location Type: Remote
Location: Remote • Texas • 🇺🇸 United States
Visit company websiteJob Level
Junior
About the role
- Serve as the first point of contact for end users seeking application support.
- Resolve helpdesk tickets promptly and courteously, adhering to established service level agreements (SLAs).
- Troubleshoot Encompass and application software problems, including user errors, system configurations, and technical issues.
- Provide end-user guidance on how to utilize Encompass and other software lending platforms, features, and functionalities effectively.
- Document troubleshooting steps, solutions, and interactions with end-users in the helpdesk ticketing system.
- Collaborate with cross-functional teams, including Encompass administrators and business analysts, to address systemic issues and improve user experience.
- Assist in creating and maintaining knowledge base articles and FAQs for internal team knowledge.
- Escalate issues to the next level of support according to support processes.
- Identify training opportunities through help desk activity and submit recommendations to management.
Requirements
- One year of Application Helpdesk experience is required.
- Experience with Encompass required.
- Experience with Zendesk preferred.
- Mortgage processing or loan operations experience is preferred.
- Associate’s degree in computer science or equivalent experience required.
Benefits
- Casual dress code
- Collaborative team environment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
application supporttroubleshootinghelpdesk ticketinguser guidancesystem configurationstechnical issue resolutionknowledge base maintenancetraining identification
Soft skills
customer servicecommunicationcollaborationproblem-solvingattention to detail
Certifications
Associate’s degree in computer science