Technical Support Representative

Charlotte, NC, United States

EOE Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Category

Information Technology

Description

WHO WE ARE :

Xactus (pronounced •Zac-tus') is the leading verification innovator for the mortgage industry. We have over 6,500 clients ranging from the largest bank and non-bank mortgage originators to credit unions and mortgage brokers. With 12 operation centers across the U.S., Xactus works closely with our clients to digitally integrate a 360•approach to verification across their workflows. As a result, lenders can easily access the technology necessary to meet consumer demands for a modern mortgage experience with industry-leading speed, reliability, and accuracy - while also closing more loans more quickly with greater profitability.

We provide a friendly work environment while also providing many opportunities for you to enhance your skills. We have a top-notch financial leadership team who prioritizes building talent. If you are curious and searching for a change that will be fun and rewarding, please reach out to us! We would love to have you on our team!

WHO YOU ARE :

You are a career-minded, driven individual who is looking for a position that challenges you and supports your professional development.

THE BENEFITS WE OFFER :

A friendly, supportive environment which is highly rated by Xactus employees. Feedback from our employees says: 'The people I work with treat each other with respect,' 'I feel accepted by my coworkers' and 'The person I report to cares about me as a person.'

Health, vision and dental insurances, college tuition benefit, bonus programs, fitness reimbursement and other healthy life-style programs, Maternity and paternity leave, 401k plan, short and long-term disability, life Insurance, accident and critical illness insurance, health savings account, flexible spending account, employee assistance program, legal services, employee discounts and more!

#LI-REMOTE

SUMMARY:

This role provides technical assistance and support for industry-related internal or third-party products, software, and systems. Resolves tickets representing staff and client-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The following is a list of essential functions, which may be subject to change at any time and without advance notice assigned:

Respond to incoming phone calls and email requests while meeting company service level expectations.

Follow all workflows and document all actions in proprietary system.

Answer incoming phone calls within 3 rings.

Correspond with clients and team members via multiple online chats and email groups.

Assist other team members as needed.

Participate in skills training as needed.

Adhere to and maintains compliance with all Federal and state regulations, and Xactus policies and procedures.

Perform other related duties as required and assigned.

Position Requirements

QUALIFICATIONS :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE: 2 years customer service experience required.

Familiar with current Windows Operating Systems and basic computer skills.

Knowledge of bureau and industry standards.

High School diploma or equivalent.

SKILLS AND COMPETENTCIES: Ability to read and interpret documents, such as instructions and procedure manuals.

Speak effectively before groups of customers or employees of the organization.

Effective troubleshooting and critical thinking skills.

Familiar with a variety of industry concepts, practices, and procedures; relies on experience and judgement to plan and accomplish goals.

Ability to multi-task and prioritize accordingly.

Team player, able to work in a collaborative team environment.

Client relationship experience.

Proficient in Microsoft Teams, specifically screen-sharing tools/capabilities.

Knowledge of the Automated Underwriting process.

Familiarity with various LOS systems.

Strong analytical and problem-solving skills.

High concentration and accuracy.

Proper phone etiquette.

Effectively write routine reports and correspondence.

Ability to calculate figures.

Capable of applying concepts of basic algebra.

EDUCATION AND/OR EXPERIENCE

High School Diploma: Associate degree preferred.

WORKING CONDITIONS

Traditional office environment with low-to-moderate office noise (computers, phones, and business conversations)

PHYSICAL DEMANDS

Xactus promotes an equal opportunity workplace, which includes reasonable accommodations of otherwise qualified disabled applicants and employees. Please contact Human Resources with questions regarding the physical demands of this position. Lifting/carrying up to 10 lbs.

Manual dexterity for computer and phone work.

Speaking, hearing, and vision are required to perform essential functions.

Full-Time/Part-Time

Full-Time

Shift

Days

City

Position

Technical Support Representative

Number of Openings

1

Exempt/Non-Exempt

Non-Exempt

Req Number

INF-24-00076

Open Date

1/29/2024

Location

Charlotte

This position is currently accepting applications.