Support Specialist

Summary

The Support Specialist delivers high-quality customer support by responding to client inquiries, resolving routine issues, and maintaining clear and accurate documentation. This role supports client education, contributes to internal knowledge resources, and collaborates with internal teams to ensure timely and effective solutions. The Support Specialist builds foundational product expertise and escalates complex issues as appropriate.

Essential Functions / Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide timely, professional support to clients via email and virtual meetings
• Troubleshoot and resolve standard support issues, escalating more complex or advanced cases when needed
• Assist with the setup and basic troubleshooting of system features under guidance, including authentication or reporting-related configurations
• Provide web-based training to clients on core product functionality
• Accurately document support tickets, including issue details, steps taken, and resolution outcomes
• Use reporting tools at a foundational level to review and track client-reported issues
• Contribute to internal knowledge base articles, training materials, and documented procedures
• Gather client feedback during support interactions and share relevant insights with internal teams
• Collaborate with cross-functional teams to ensure a consistent and positive client experience
• Demonstrate adaptability and a problem-solving mindset when learning new features or processes

Qualifications & Competencies

• Strong organizational and time management skills with the ability to manage multiple tasks
• Demonstrated reliability, accountability, and a strong work ethic
• Experience with ticketing systems such as FreshDesk or similar platforms
• Basic experience creating or updating tickets in Jira or comparable tools
• Strong analytical skills with attention to detail and sound judgment
• Ability to follow documented processes, maintain accurate records, and escalate issues appropriately
• Clear and professional written and verbal communication skills
• Working knowledge of ACES preferred
• Familiarity with reporting tools such as Business Objects, Crystal Reports, Reveal, or similar platforms is preferred
• Foundational knowledge of mortgage servicing, loan origination, or core banking systems (e.g., MSP, Encompass) preferred
• Ability to work effectively both independently and within a team environment

Required Education and Experience

• Bachelor’s degree from an accredited university or college in a related field preferred, or equivalent work experience
• 1–3 years of experience in the financial industry, preferably in residential mortgage
• 1–3 years in a technical support, customer support, or application support role
• Experience supporting SaaS-based applications or cloud-hosted platforms
• Basic understanding of IT concepts such as authentication, permissions, system integrations, and data security
• Experience working with ticketing systems and adhering to SLAs and support workflows
• Proficiency with Microsoft Office or similar productivity tools

Preferred Education and Experience

• 0–3 years of ACES experience strongly preferred
• Familiarity with user management concepts such as SSO, role-based access, or identity providers
• Exposure to reviewing system logs, error messages, or application reports for troubleshooting (e.g., Sumo, Network logs, system logs)
• Conceptual or assisted experience with APIs, data imports, or file-based integrations
• Experience collaborating with cross-functional teams such as Product, Engineering, or Training
• Demonstrated ability to learn new systems quickly and apply technical concepts in a support environment
• Industry certifications or coursework related to IT support, financial systems, or software applications

Working Hours

The schedule for this role is 8:00am - 5:00pm ET. 

Travel Required

0%- 5% travel. Potential travel may include onsite training sessions, industry conferences, or ACES-sponsored events, as warranted.

Other Duties

This job description is not intended to be an exhaustive list of all duties, responsibilities, or activities required of the employee. Responsibilities may change at any time with or without notice, based on business needs.