Help Desk Support I

JOB SUMMARY
Are you ready for a rewarding job that utilizes your problem-solving skills in a challenging and fast-paced environment? We are looking for a talented Help Desk Support I to join our dedicated team and provide exceptional customer service. The Loan Origination System (LOS) Software Support Level 1 is responsible for providing initial technical support to end-users on LOS software applications. This role involves troubleshooting common issues, resolving user inquiries, applying software updates after hours, and escalating complex problems to higher-level support teams. The ideal candidate possesses strong problem-solving skills, excellent communication abilities, and a basic understanding of loan origination processes.

JOB RESPONSIBILITIES

• Respond to telephone, email, and online requests for software technical support.
• Research and resolve technical problems of moderate complexity.
• Document, track, and monitor problems using applicable systems and tools.
• Communicate clearly and effectively with end-users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
• Install software updates to meet client needs, which requires after-hours availability.
• Maintain detailed records in the ticketing system of daily interactions with customers, reported issues, and completed solutions.
• Increase personal technical and lending knowledge through internal and external resources.
• Create documentation and procedures to assist clients and internal resources.
• Collaborate with technical staff and clients to establish goals and objectives for system improvements.

JOB SKILLS
Required:

• College degree with a technical major or equivalent work experience.
• 1-3 years of related experience.
• Basic understanding of loan origination processes and terminology.
• Self-starter with the ability to quickly learn with minimal supervision.
• Open to on-the-job training and willing to learn quickly.
• Strong communication skills.
• Ability to stay calm and professional in all circumstances.
• Ability to quickly identify problems, form solutions, and execute troubleshooting procedures.

Preferred:

• General knowledge of lending practices.
• Existing experience in the financial technology industry.
• Basic knowledge of the Azure Cloud Platform.
• Basic knowledge of SQL.
• Experience using the ZenDesk support ticket platform.

BENEFITS
Benefits Include: 

• 401k with Matching
• Medical
• Dental
• Vision
• FSA/DCA
• Life Insurance
• Short & Long Term Disability
• Paid Time Off
• Holidays

 Job Type: Full-time

 Salary: Commensurate with experience

 Location: Option for fully remote, hybrid or in-office. Company is based in Austin, Texas.

 Must be legally authorized to work in the U.S. without sponsorship.