Support Specialist

About the Role

The Support Specialist plays a critical role in delivering a high-quality experience to both internal and external customers. This position takes ownership of client issues and works within established service level agreements to research, diagnose, troubleshoot, and resolve system, process, and customer experience concerns. The role is primarily administrative but requires working knowledge of internal systems and support platforms.

Schedule: Monday–Friday | Standard Business Hours (PST/MST Hours Required)

What You’ll Do

• Respond to support requests through email, chat, and ticketing systems.
• Provide solutions for appraisal disputes, credit updates, rapid re-scores, automated underwriting submissions, and related requests.
• Assist customers with dashboard access, password resets, electronic signatures, intent to proceed confirmations, and appraisal payments.
• Review and explain borrower documents, including Loan Estimates, Closing Disclosures, and change summaries.
• Research, diagnose, and troubleshoot system or process issues.
• Contact customers directly when more complex guidance is required.
• Escalate unresolved issues to the appropriate internal teams following standard procedures.
• Provide virtual guidance for technical issues and account setup.
• Diagnose and troubleshoot software, account configuration, and basic network-related concerns.
• Maintain accurate documentation of cases within the task management platform.
• Monitor and meet daily, weekly, and monthly SLA performance goals.
• Assist with onboarding processes, credential updates, and broker or employee account activations.
• Support credential maintenance and appraisal ordering systems when applicable.

Qualifications

• High school diploma or GED required.
• 2–3 years of experience in customer-facing service roles.
• 1–2+ years of experience in the mortgage industry.
• Working knowledge of mortgage terminology, documentation, and loan lifecycle processes.
• Experience with help desk platforms such as Zendesk or Freshdesk.
• Experience navigating remote desktop applications.
• Familiarity with mortgage systems and workflow platforms.
• Strong problem-solving and critical thinking skills.
• Ability to provide clear step-by-step technical guidance.
• Intermediate proficiency in Microsoft Word and Excel.
• Excellent written and verbal communication skills.
• Highly organized with the ability to manage a high volume of tasks in a fast-paced environment.
• Ability to exercise discretion when handling confidential information.
• Strong interpersonal skills and the ability to build professional relationships across teams.

What You Can Expect

• Competitive compensation package.
• Comprehensive benefits including medical, dental, vision, life, and disability insurance.
• 401(k) plan with employer match.
• Generous paid time off and major holidays.
• Opportunities for professional growth and advancement.
• A collaborative and supportive remote work environment.

Key skills/competency

• Customer Service
• Technical Support
• Mortgage Industry
• Troubleshooting
• Zendesk
• Freshdesk
• SLA Management
• Documentation
• Problem-solving
• Communication Skills