Integra Loan Tech · 14 hours ago
LENDING SOFTWARE SUPPORT ANALYST
Brentwood, TN
Full-time
Hybrid
Mid Level
3+ years expIntegra Loan Tech is a leading provider of lending technology, focused on delivering exceptional service and innovative solutions in the FinTech industry. The Lending Software Support Analyst will provide front line support to clients, troubleshoot issues, and ensure client satisfaction through effective communication and problem resolution.
Software
Hiring Manager
Adelaide Farrar
Responsibilities
Provide front line support for Integra clients. This includes answering incoming phone calls and responding to emails within the Service Level Guideline standards
Capture all pertinent information during client interactions, and create new support tickets in with all relevant data and information
Follow-up, track, and document issue progress
Communicate with the client on the status of ongoing issues
Troubleshoot simple-to-complex issues with the EPIC LOS system and related systems
Work with development and quality assurance departments to understand and replicate issues
Provide possible workarounds to client
Provide manual testing steps and examples in JIRA ticketing system for development department when a software code problem is identified
Provide clients with lending document updates when requested
Send notifications of software updates to client base
Provide software training to Integra clients via remote training sessions
Qualification
Required
Candidates for this position will be required to work IN the Brentwood, TN office a MINIMUM of 3 days per week AFTER a 90-day IN-OFFICE PROBATIONARY PERIOD
Wednesdays are mandatory in-office days
Provide front line support for Integra clients
Answer incoming phone calls and respond to emails within the Service Level Guideline standards
Capture all pertinent information during client interactions, and create new support tickets in with all relevant data and information
Follow-up, track, and document issue progress
Communicate with the client on the status of ongoing issues
Troubleshoot simple-to-complex issues with the EPIC LOS system and related systems
Work with development and quality assurance departments to understand and replicate issues
Provide possible workarounds to client
Provide manual testing steps and examples in JIRA ticketing system for development department when a software code problem is identified
Provide clients with lending document updates when requested
Send notifications of software updates to client base
Provide software training to Integra clients via remote training sessions
3 years of customer service experience is mandatory
Excellent verbal and written communication skills
Customer service-oriented focus and mentality
Strong work ethic
Professional demeanor
Ability to multi-task effectively
Ability to work effectively with others in a team environment
Desire and ability to learn software programs
Ability to efficiently and effectively troubleshoot and problem solve software issues
Intermediate knowledge of Windows Operating Systems and SQL Server
Preferred
Customer service experience in an IT and/or banking environment is preferred
3 years of experience with mortgage, consumer, and/or commercial lending through a bank, mortgage lender, or credit union is preferred
Intermediate to advanced knowledge of mortgage, commercial, and consumer lending practices
Company
Integra Loan Tech
Integra has been changing the landscape of the lending technology industry for over 25 years.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Michael Picker
Managing Partner, SVP of Sales and Marketing
Recent News
2024-12-10
Company data provided by crunchbase