Support Analyst

Job Summary

Acting as the first point of contact for customer support inquiries, the full-time Support Analyst will troubleshoot, diagnose, and resolve issues while maintaining clear communication with customers in a remote environment.

Key responsibilities

• Serve as the initial contact for customer support inquiries and provide professional communication
• Troubleshoot, diagnose, and resolve customer issues within agreed service levels, logging and managing tickets
• Escalate unresolved issues to relevant teams and ensure proper documentation of issues and resolutions

Required qualifications

• Prior experience in a customer support role, preferably within the mortgage industry
• Familiarity with ticketing systems for issue tracking and management
• Strong attention to detail and ability to prioritize multiple tasks effectively
• Impeccable communication skills in a customer-facing environment
• Adherence to company policies, procedures, and compliance standards