Support Analyst

About the role

Mortgage Cadence is seeking a Support Analyst to be the first point of contact for users of its Mortgage Cadence Platform (MCP). You will help borrowers and internal users resolve technical issues, ensuring a smooth loan origination experience.

Key responsibilities

• Respond to customer support inquiries promptly and professionally.
• Troubleshoot, diagnose, and resolve platform issues within agreed service levels.
• Log, track, and manage tickets using the internal ticketing system.
• Escalate complex problems to relevant teams and follow through to closure.
• Maintain accurate documentation of incidents and resolutions.
• Adhere to company policies, procedures, and compliance standards.
• Prioritize multiple tasks, focusing on critical issues.

Required profile

• Excellent written and verbal communication skills.
• Strong passion for delivering a superior customer experience.
• High attention to detail and solid troubleshooting ability.
• Ability to multitask and prioritize effectively.
• Strict adherence to company policies and procedures.
• Mortgage industry knowledge and prior support experience are preferred.

Required skills

• Proficiency with ticketing systems.