Support Analyst (Mortgage Services) Who are we At Mortgage Cadence, we focus on creating the best loan origination system (LOS) available. The Mortgage Cadence Platform (MCP) is your all-in-one solution, whether you need a pre-configured or highly-customizable platform. MCP's end-to-end LOS includes our top-rated point-of-sale, with an open architecture and robust APIs for seamless integration of niche technologies. Automated workflows and intuitive design tools deliver a customizable, outstanding experience for both borrowers and users. https://www.mortgagecadence.com/ Key Responsibilities Act as the first point of contact for customer support inquiries Communicate clearly and professionally with customers in a customer-facing role Troubleshoot, diagnose, and resolve issues within agreed service levels Log, track, and manage tickets using the ticketing system Escalate issues to relevant teams when required and follow up to closure Maintain accurate documentation of issues and resolutions Adhere strictly to company policies, procedures, and compliance standards Handle multiple tasks simultaneously while prioritizing critical issues Job Description Impeccable communication skills, customer-facing role Passionate about customer experience Strong attention to detail and troubleshooting ability Able to multi-task and prioritize Strict adherence to company policies and procedures Mortgage knowledge, ticketing system & prior support experience preferred