[Remote] Mortgage Technology Support Analyst II
Note: The job is a remote job and is open to candidates in USA. RemoteHunter is a company connecting exceptional candidates with leading employers. The Mortgage Technology Support Analyst II role involves supporting, troubleshooting, and optimizing mortgage technology systems throughout the loan lifecycle, ensuring smooth operations and continuous enhancement of mortgage technology tools.
Responsibilities
- Provide advanced analysis and resolution for end-user support requests across LOS, POS, and Process Automation systems
- Monitor ticket trends, identify recurring issues, and recommend process or training improvements
- Escalate and collaborate with development and product teams for complex system issues
- Assist with system administration tasks including user setup, maintenance, and access management
- Support communication and training related to technology changes, enhancements, or system outages
- Maintain system documentation to capture solutions, root causes, and best practices
- Participate in special projects as a subject matter expert and contribute to process improvements
- Deliver exceptional customer service and act as a trusted support resource for end users
Skills
- Associate's or Bachelor's degree in IT, Business, or related field, or equivalent work experience
- 1 to 3 years of technical support experience, preferably in help desk, mortgage technology, or financial services
- Familiarity with mortgage industry processes and exposure to supporting ICE's Encompass software (desktop version of Encompass LOS and Ncino preferred)
- Strong problem-solving, analytical, and troubleshooting skills
- Excellent communication skills with ability to explain technical concepts to non-technical users
- Ability to prioritize and manage multiple requests in a high-volume, fast-paced environment
- Customer-focused mindset with strong organizational skills and attention to detail
Company Overview