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
Skills Required
- 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
- Experience with ticketing systems
- Prior support experience
What We Do
HeadSpin is the world’s first Digital Experience AI Platform combining cloud-hosted and on-prem global device infrastructure, test automation, and ML-driven performance & quality of experience analytics for mobile, web, audio, and video. HeadSpin empowers engineering, QA, operations, and product teams to assure optimal digital experiences throughout the development lifecycle. Learn more at www.HeadSpin.io.
