Customer Support Specialist
$50k - $70kJamison Door Company
Customer Support Specialist
Mortgage Automation Technologies (MAT) builds The Big POS, a point-of-sale platform purpose-built for independent mortgage bankers and loan originators. The Big POS integrates directly with Encompass LOS and other industry services to give borrowers, loan officers, and real estate partners a fast, configurable application and pipeline experience. As our customer base grows, we're looking for a Customer Support Specialist to be the front line for the clients who rely on our platform every day.
Responsibilities:
- Serve as the first point of contact for incoming customer/client support requests for The Big POS via phone, email, and chat.
- Investigate and reproduce bug reports submitted by clients before routing them onward.
- Log, track, and prioritize issues using Monday.com, ensuring clear, actionable tickets reach the development team.
- Troubleshoot client-reported issues directly, aiming for first-contact resolution wherever possible.
- Manage escalations professionally, keeping clients informed with timely, clear updates.
- Join occasional video and phone meetings with clients to walk through issues or demonstrate fixes.
- Document resolutions and recurring issues to build out an internal knowledge base over time.
- Collaborate cross-functionally with development, implementation, and account management teams.
Required / Strongly Preferred Experience:
- At least 1 year of previous helpdesk or customer-facing support experience.
- Understanding of the mortgage industry - strongly recommended.
- Strong people skills and clear written and verbal communication.
- Experience with a ticketing system (Monday.com or an equivalent platform).
- An eager-to-learn mindset, with real interest in growing into a more senior support or technical role.
Nice to Have:
- Hands-on knowledge of Encompass LOS is a major plus.
- Basic understanding of web fundamentals (HTML, databases).
- Familiarity with AWS.
Location:
- On-site Monday-Friday in Fairfield, NJ.
Compensation:
- This role pays $50,000$70,000 annually, depending on experience and location.
Benefits:
- Medical, Dental, Vision.
- Competitive PTO.
- Complimentary snacks.
- Positive, fun work environment.
Vacancy posted 2 days ago
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