LOS Support Specialist (Dallas, TX)

LOS Support Specialist

Paladin Consulting is currently hiring a LOS Support Specialist to join our team working onsite at our client's office located in Dallas, TX. We work with companies that offer environments for our employees to contribute, learn, and advance their career. We treat you like you are part of the family.

Job Title: LOS Support Specialist

Work Location: Dallas, TX

Duration: Long-Term contract

Education/Experience Required: A basic understanding of loan servicing, loan origination, and/or mortgage processes; strong customer service orientation

Job Description:

• The LOS Support specialist provides technical assistance to users of our LOS software.
• This role involves troubleshooting issues, answering inquiries, training users, and documenting software procedures.
• The specialist needs a blend of technical skills, strong communication abilities, and a good understanding of the mortgage industry.

Responsibilities:

• Support: Provide technical assistance to internal staff and clients, answering inquiries via phone, email, or MOJO Ticketing System.
• Knowledge Base: Provide the customer with updated documentation, including help manuals, FAQs, and training materials, to ensure users have access to information.
• Communication: Maintain clear and effective communication with internal teams, clients, and vendors regarding software issues and updates.
• Documentation: Document technical processes, contribute to the knowledge base, and help improve internal workflows.
• Escalation: Identify and escalate complex technical issues to appropriate teams for resolution. Attach PCF, Request/Response files from IT if needed, all Screen Shots from customer system and a recording if possible. This will allow PDM to quickly get a picture of what the customer is experiencing and test with customers' file to get a resolution.
• Troubleshooting and Problem Solving: Diagnose and resolve technical issues related to mortgage software, such as errors, unexpected behavior, or software malfunctions.
• Stay Updated: Keep abreast of software updates, new features, and user feedback to provide the best possible support.
• Receive calls through 8X8 calling system: assist customers with issues/problems
• Create MOJO Tickets for all calls received via 8X8 calling system. All Customers must be given their MoJo ticket number before getting off the call.
• MOJO Callbacks: Work all tickets coming into customer facing MOJO and respond to the customer as quickly as possible.
• Create IFR # in Bugzilla, Jira, or Fogbugz as needed for issues/enhancements: make sure these are all in escalation format.

Skills & Qualifications:

• Mortgage Industry Knowledge: A basic understanding of loan servicing, loan origination, and/or mortgage processes is highly beneficial.
• Customer Service Skills: A strong customer service orientation, including the ability to handle inquiries with patience and professionalism.
• Computer Skills: Proficiency in Microsoft Office Suite (Excel, Word, Outlook) and other relevant software applications.
• Problem-Solving Abilities: The ability to analyze technical issues, identify root causes, and develop effective solutions.
• Technical Skills: Proficiency in software troubleshooting, problem-solving, and documentation.
• Communication Skills: Excellent written and verbal communication skills, including the ability to explain complex technical concepts clearly.
• Encompass: experience is a plus.

For more information or to view other opportunities, visit us at Paladin Consulting is an EEOC employer.