Support Analyst

This position is with Mortgage Cadence, a subsidiary of PartnerOne, and will be on the HeadSpin payroll.

Support Analyst (Mortgage Services)

Who are we

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. 

https://www.mortgagecadence.com/

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