LOS Support Specialist (Dallas, TX)

Paladin Consulting is currently hiring a LOS Support Specialist to join our team working onsite at our client's office located in Dallas, TX.


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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.