Offer summary

Qualifications:

Strong communication skills, both verbal and written., Experience in technical support or customer service roles., Ability to troubleshoot technical issues effectively., Familiarity with industry-related products and software..

Key responsabilities:

Provide technical assistance and support for internal and third-party products.

Respond to incoming phone calls and email requests in a timely manner.

Document all actions in the proprietary system and follow established workflows.

Assist team members and participate in skills training as needed.

Job 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. 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.

Xactus is proud to provide a friendly work environment that is primarily remote. With only 2 operation centers in the U.S. (located in Broomall, PA and Salisbury, MD), our remote workforce provides many opportunities for you to enhance your skills with our 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.”

The compensation offered for this position starts at $18.00+ per hour. Compensation is commensurate with experience.

Xactus offers medical, vision and dental insurances, bonus programs, fitness reimbursement and other healthy life-style programs through our benefits carrier, 401k plan with a company match, 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.

Summary

The Technical Support Representative provides technical assistance and support for industry-related internal or third-party products, software, and systems; resolves tickets in a timely manner responding to staff and client-generated technical requests or problems by troubleshooting technical and process issues to maintain productivity.

This position is full-time, Monday - Friday with scheduled work hours from 11:30am - 8:00pm EST (shift 2), with a 30-minute lunch break. This position will be fully remote.

Work equipment is provided.

Essential Functions

The following is a list of essential functions, which may be subject to change at any time and without advance notice. Management may assign new duties, reassign existing duties, or eliminate based on business needs at its discretion.

Essential Duties And Responsibilities

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.

Required profile