Mortgage Technology Support Analyst II

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

📋 Description

• Deliver advanced analysis, troubleshooting, and resolution for end-user support inquiries related to LOS, POS, and Process Automation systems.

• Track ticket trends, identify persistent issues, and suggest enhancements for processes or training.

• Collaborate and escalate complex system issues with development and product teams.

• Assist with system administration duties such as user setup, maintenance, and access management.

• Facilitate communication and training concerning technology updates, enhancements, or system outages.

• Keep system documentation updated to reflect solutions, root causes, and best practices.

• Engage in special projects as a subject matter expert, providing insights on process improvements.

• Offer outstanding customer service and act as a reliable support resource for end users.

⛳️ Requirements

• An Associate’s or Bachelor’s degree in IT, Business, or a related field, or equivalent professional experience.

• 1–3 years of experience in technical support, ideally within a help desk, mortgage technology, or financial services setting.

• Understanding of mortgage industry processes and experience supporting ICE's Encompass software (experience with the desktop version of Encompass LOS and Ncino is highly preferred).

• Strong analytical, problem-solving, and troubleshooting capabilities.

• Excellent communication skills, with the ability to convey technical information to non-technical users.

• Demonstrated ability to prioritize and handle multiple requests in a fast-paced, high-volume environment.

• Customer-centric approach with strong organizational skills and attention to detail.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Paid time off

• Flexible work hours

• Professional development opportunities