Support Analyst

Support Analyst (Mortgage Services)

At Mortgage Cadence, we focus on creating the best loan origination system (LOS) available. The Mortgage Cadence Platform (MCP) is your all-in-one solution, whether you need a pre-configured or highly-customizable platform. MCP's end-to-end LOS includes our top-rated point-of-sale, with an open architecture and robust APIs for seamless integration of niche technologies. Automated workflows and intuitive design tools deliver a customizable, outstanding experience for both borrowers and users.

Key Responsibilities

• Act as the first point of contact for customer support inquiries
• Communicate clearly and professionally with customers in a customer-facing role
• Troubleshoot, diagnose, and resolve issues within agreed service levels
• Log, track, and manage tickets using the ticketing system
• Escalate issues to relevant teams when required and follow up to closure
• Maintain accurate documentation of issues and resolutions
• Adhere strictly to company policies, procedures, and compliance standards
• Handle multiple tasks simultaneously while prioritizing critical issues

Job Description

Impeccable communication skills, customer-facing role

Passionate about customer experience

Strong attention to detail and troubleshooting ability

Able to multi-task and prioritize

Strict adherence to company policies and procedures

Mortgage knowledge, ticketing system & prior support experience preferred