Customer Support Specialist

Mortgage Automation Technologies (MAT) builds The Big POS, a point-of-sale platform purpose-built for independent mortgage bankers and loan originators. The Big POS integrates directly with Encompass LOS and other industry services to give borrowers, loan officers, and real estate partners a fast, configurable application and pipeline experience. As our customer base grows, we're looking for a Customer Support Specialist to be the front line for the clients who rely on our platform every day.

This role owns incoming customer and client support requests for The Big POS. You'll be the first point of contact when something isn't working, digging into bug reports, troubleshooting client issues in real time, and making sure nothing falls through the cracks between our clients and our development team. It's a great fit for someone who enjoys solving problems, talking to people, and wants a clear path to grow into a more technical or senior support role.

• Serve as the first point of contact for incoming customer/client support requests for The Big POS via phone, email, and chat.
• Investigate and reproduce bug reports submitted by clients before routing them onward.
• Log, track, and prioritize issues using Monday.com, ensuring clear, actionable tickets reach the development team.
• Troubleshoot client-reported issues directly, aiming for first-contact resolution wherever possible.
• Manage escalations professionally, keeping clients informed with timely, clear updates.
• Join occasional video and phone meetings with clients to walk through issues or demonstrate fixes.
• Document resolutions and recurring issues to build out an internal knowledge base over time.
• Collaborate cross-functionally with development, implementation, and account management teams.

Required / Strongly Preferred Experience:

• At least 1 year of previous helpdesk or customer-facing support experience.
• Understanding of the mortgage industry - strongly recommended.
• Strong people skills and clear written and verbal communication.
• Experience with a ticketing system (Monday.com or an equivalent platform).
• An eager-to-learn mindset, with real interest in growing into a more senior support or technical role.

Nice to Have:

• Hands-on knowledge of Encompass LOS is a major plus.
• Basic understanding of web fundamentals (HTML, databases).
• Familiarity with AWS.

Location:

• On-site Monday-Friday in Fairfield, NJ.

Compensation:

• This role pays $50,000–$70,000 annually, depending on experience and location.

Benefits:

• Medical, Dental, Vision.
• Competitive PTO.
• Complimentary snacks.
• Positive, fun work environment.

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