Software Support Analyst - Location Negotiable

Mortgage Cadence, a wholly-owned subsidiary of Accenture, has been partnering with mortgage lenders since 1999, offering the industry’s only true one-stop shop mortgage technology solutions designed for point-of-sale through post-closing. In a time when efficiency, speed and the customer experience are paramount to the success of lenders, Mortgage Cadence offers the most reliable software and dedicated people, supporting lenders every step of the way. Each of our products has revolutionized the mortgage lending process in some way, changing the way lenders lend and borrowers finance.

As a software company, we think like a start-up, with every employee empowered and encouraged to be visionary. Teamwork and innovation define what we do as we take our customers into the future by providing the last lending solution they will ever need.
Job Responsibilities: Provide support to all clients, including internal customers on product related issues and questions. Document and track issues and questions received from clients. Follow up on open issues with clients and internal support staff. Triage client issues based on the described symptoms and request additional information as needed to fully understand the symptoms. Provide the authorized customer contact with an immediate resolution to the reported issue, where possible, and escalate the issue to the next appropriate internal resource when an immediate solution cannot be identified. Give basic software instruction generally 15 minutes or shorter in response to how to questions from customers. Monitor the activity for an assigned list of clients, working with internal resources to ensure issues are updated and resolved in a timely manner. Provide assistance and information on assigned accounts to the Client Relationship Manager. Maintain a high level of platform knowledge, staying current on all system related issues and developments. Maintain a basic level of mortgage industry knowledge. Escalate issues requiring immediate attention to the Tier 2 group or manager. Strive for the continuous quality improvement of processes and quality of service to internal and external customers. Maintain effective communication with all employees internal customers to ensure coordination and exchange of information. Additional duties as assigned.
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