Provide first-line help desk support for lending and servicing platforms as the initial point of contact for business teams via voice and chat.

Act as the first point of contact for business support through voice and chat channels.
Deliver general assistance and Level 1 troubleshooting for customer-facing team members using Lending and Servicing Platforms.
Complete Level 1 troubleshooting for enterprise users involving login problems, permissions, configuration questions, and connectivity issues.
Use the ticketing system to record reported issues, including relevant details such as steps, screenshots, and logs.
Document findings clearly and follow established processes.
Handle inquiries in a fast-paced environment with frequent changes driven by strategy and initiative enhancements.

High School Diploma or GED.
Customer service mindset.
Aptitude for learning financial and technical skills.
Strong problem-solving skills, including asking the right questions and collecting complete information.
Calm, professional demeanor when assisting clients under pressure.
Strong attention to detail and a commitment to accurate documentation.
Ability to manage multiple tickets simultaneously while meeting service level expectations.
Comfort working in a high-energy call center environment with varying noise levels and frequent team interaction.
Ability to adapt to changes in technology, processes, and business strategy.

10-week training program to build technical and professional skills.
Established knowledgebase of troubleshooting and problem-solving articles.
Hybrid schedule flexibility: mix of days and evenings, with minimum 1 Saturday per month.
Collaborative, supportive team environment.
Manager-to-employee feedback cycle designed to support continuous development, skill growth, and career progression.
Regular 1:1s focused on coaching, not micromanagement.
Health and wellbeing options including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurances.
Up to 4% matching 401(k).
Employee Stock Purchase Plan with a 10% share discount.
Tuition reimbursement.
Paid time off: 15 days’ vacation per year (prorated based on start date).
Paid sick leave as determined by state or local ordinance (prorated based on start date).
11 paid holidays (including 4 floating holidays; prorated based on start date).
Paid volunteer time: 3 days per year (prorated based on start date).

Help Desk Specialist

Job Description