Technical Support Engineer
PayNearMe
Mortgage Technology Support Technician
Lower
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $46,000 - $62,000 per year
Job Level
Junior
About the role
- 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 our LOS, POS, and Process Automation technologies through an established triage process.
- 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, user maintenance, and concierge onboarding to Lower technologies.
- 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.
- Perform other duties and application configuration and support tasks as assigned.
- Provide excellent customer service.
Requirements
- 1+ years of experience in a customer facing support role
- 1+ years of customer service experience
- Mortgage or Financial Services Industry Experience
- Previous experience in a help desk or remote support environment
- Previous experience with point-of-sale mortgage systems
- Experience with Encompass (Loan Origination System)
