Note: The job is a remote job and is open to candidates in USA. Lower is a mission-driven fintech company that simplifies the home-buying process through technology. The Mortgage Technology Support Analyst II is responsible for supporting and optimizing mortgage technology systems, diagnosing and resolving issues, and ensuring seamless operations for end-users.
Responsibilities
- Provide advanced analysis, troubleshooting, 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 provide input on process improvements
- Deliver exceptional customer service and serve 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
- 1–3 years of experience in technical support, preferably in a help desk, mortgage technology, or financial services environment
- Familiarity with mortgage industry processes and exposure to supporting ICE's Encompass software
- Strong problem-solving, analytical, and troubleshooting skills
- Excellent communication skills, with the ability to explain technical concepts to non-technical users
- Proven 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
- Experience with the desktop version of Encompass LOS and Ncino strongly preferred
Company Overview
Company H1B Sponsorship