Customer Support Specialist

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.