This is a fully remote position, open to applicants in United States.

• Handle customer support inquiries related to Empower and deliver effective call resolutions.

• Offer customer service to end users by keeping them informed at every stage of the problem-solving process.

• Establish and adjust user credentials within the Empower system.

• Investigate and resolve loan-level questions.

• Use the ticketing system to document issues and outcomes in real time.

• Ensure the software operates correctly and efficiently.

• Assist with the setup and modification of branch and personal credentials as needed.

• An associate’s degree or vocational/technical education in computer science, computer information systems, or equivalent experience is preferred.

• Prior experience in Empower/ICE support is preferred.

• Capability to support both Windows and Apple systems.

• Experience with remote-control software for troubleshooting and resolving Empower-related issues.

• Ability to engage with all levels of the organization.

• Strong interpersonal and communication skills are essential.

• Excellent troubleshooting and problem-solving abilities.

• Capacity to prioritize tasks effectively in a dynamic environment.

• Detail-oriented and technically proficient.

• No agencies or third-party recruiters, please.

• Comprehensive benefits package.

• Competitive salary.

• Employer commitment to investing in employees as valuable assets.

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