PPE Tech Support Specialist

PPE Technical Support Specialist

As a member of the PPE Technical Support team, the PPE Technical Support Specialist provides users of the Optimal Blue Product and Pricing Engine with excellent customer service, issue resolution and education/training on new product updates and enhancements.

The target base pay for this position is $80,000.

Responsibilities:

• Supports Emerging/Inside Sales Clients via chat messaging, email, telephone/video calls.
• Serves as liaison between end-users of the Product and Pricing engine and Optimal Blue to ensuring issue resolution, timely responses to questions and overall system support.
• Track and identify business trends that could result in potential jeopardy of the customer account.
• Communicates business trends and/or operational issues or other information that may impact client satisfaction with the appropriate internal parties like sales or client success.
• Maintains ongoing knowledge of the system to ensure appropriate level of customer service and issue resolution.
• Plays a key role in the training of clients on enhancements, new systems, or procedures.
• Consults with senior peers on non-complex projects to learn through experience.
• Achieves satisfactory ratings for all performance metrics i.e. "Rules of the Road" or other communicated requirements.
• Ensures timely completion of assigned projects while performing day-to-day customer support.

Requirements:

• Minimum of two (2) years of mortgage pricing experience, with demonstrated technical proficiency administering mortgage technology platforms.
• Experience supporting secondary marketing or lock desk operations using product and pricing technology.
• Familiarity with the Optimal Blue Product and Pricing Engine (PPE) preferred.
• Strong customer service orientation, with the resilience to navigate complex scenarios; high attention to detail and a client-focused mindset.
• Demonstrated ability to learn quickly and adapt to change, with a strong interest in a technology-focused role.
• Ability to follow established processes and procedures.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.

FLSA Designation (US Only): Exempt

Salary Range: The estimated base salary range for this role is USD$72,000.00 - USD$88,000.00 per year. We include salary ranges in job postings only where required by applicable pay transparency laws, based on the jurisdictions in which the role may be performed. The posted range is a good faith estimate and reflects factors that are subject to change. Final offer amounts may vary based on job-related factors, including work location, candidate experience and expertise, and other relevant considerations.

Other Compensation (US Only): This role will also be eligible for participation in a Company profit sharing bonus plan. Plan details will be provided to you upon hire.

Benefits (US Only): Full time employees will also be eligible for enrollment in a wide range of choices of benefits, including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).

Time off (US Only): The Company provides a minimum of 10 days of vacation for new employees, sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.

We recognize the value and importance of diversity and inclusion in our communities and in the workplace. We celebrate diversity and one of our goals as an employer is to create an inclusive work environment for all employees. We are an equal opportunity employer and do not discriminate against any employee or applicant because of race, religion, sex, sexual orientation including gender identity or expression, pregnancy, national origin, age, marital status, veteran status, disability status, or any other category or characteristic protected by law.Applicants with disabilities who would like to require a reasonable accommodation related to any part of the application process may contact us at View email address on click.appcast.io: If an applicant is selected to receive a conditional offer of employment, and in accordance with applicable law, a criminal background check may be conducted before the offer becomes final and employment begins. Pursuant to the San Francisco Fair Chance Ordinance, and other applicable laws, we will consider for employment qualified applicants with arrest and conviction records.