Solutions Analyst

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

📋 Description

• Assist customers utilizing the mortgage document preparation platform.

• Act as the main point of contact for customer service and support.

• Handle inquiries and requests via a helpdesk system.

• Diagnose issues and propose effective solutions.

• Collect and convert customer change requests into technical specifications.

• Work in collaboration with support and product teams to ensure solution delivery.

• Implement approved changes across different environments as required.

⛳️ Requirements

• Background in customer service or support, demonstrating the ability to manage and resolve issues efficiently through a helpdesk ticketing system.

• Proficiency in interpreting and converting business needs into technical specifications.

• Strong troubleshooting and analytical skills, capable of identifying root causes and suggesting solutions.

• Basic programming or scripting knowledge (e.g., VB.NET or similar), or a proven capacity for rapid learning.

• Excellent written and verbal communication skills, including the ability to convey technical concepts to non-technical audiences.

• Proficient in business-level English.

• Keen attention to detail and the capability to juggle multiple requests in a dynamic environment.

• Experience in coordinating or implementing changes across development, staging, and production settings.

• Preferred:

• Familiarity with the mortgage, lending, or financial services sectors.

• Experience with document generation systems.

• Knowledge of SQL databases and queries.

• Background working with various helpdesk and change tracking systems.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and growth.

• Supportive and collaborative work environment.