Job Description

Mortgage365 is a rapidly growing Fintech startup dedicated to creating technology that will revolutionize the mortgage industry. Our customers are lenders looking to leverage the massive amounts of data they collect so they can better streamline their business practices, be more attuned to their borrowers’ long and short-term financial goals and stay competitive in a fast-moving and constantly changing market.

While our tech, built on Microsoft Azure is already comprehensive and uniquely tuned to the needs of mortgage lenders, we have even higher ambitions: empowering all people to unlock wealth through Home Ownership. We are innovative, hardworking question-askers who are always looking for ways to elevate our teammates and create incredible technology together.

We are looking for a Technical Implementation Specialist to join our team. In this role, you will be providing expert level support to clients, troubleshooting technical issues. The ideal candidate will have a fluent understanding of Microsoft Dynamics, problem-solving skills, background or understanding of coding languages with the ability to communicate technical information to both technical and nontechnical users.

What You’ll Do  

• Providing timely and effective technical support to existing clients 
• Identify, diagnose and resolve complex technical issues that clients face with our product(s), this can include software bugs & system failures
• Escalating unresolved issues to the appropriate internal development teams
• Assist in implementations of our products for clients based on their business requirements 
• Assist in client onboarding, guiding through the setup process
• Assist in training and support- user training sessions and documentation to ensure successful adoption
• Knowledge base management, maintain and contribute to the creation of knowledge base articles, FAQs, and documentation to help customers solve common problems 
• Maintain an in-depth knowledge of the company’s products, updates, and new releases to effectively assist customers with issues
• Guide and educate customers on product features and best practices to ensure they get the most out of the product
• Heavy collaboration with development, QA, DevOps, Customer Success, and product teams to ensure that customer issues are being tracked, resolved, and addressed in product updates.

Your Background  

• Bachelor’s degree in Computer Science, Information Technology, or related field or equivalent work experience 
• 3+ years in technical support or IT troubleshooting role, preferably in a software or SaaS environment 
• Proficient in the Microsoft tech stack, in specifically Dynamics365, or similar relational database 
• Strong problem-solving skills
• Familiarity with support ticketing systems and knowledge management systems (FreshDesk preferred) 
• Familiarity with common cloud platforms (Azure preferred)
• Background and familiarity in coding languages XML, JSON, SQL, C# 

Compensation & Benefits  

The target annual salary for this role performed in the US is $75,000-$85,000 per year. The exact compensation will be determined by the skill and experience of qualified candidates. 

Other Benefits Include:  

• Health, Dental, & Vision insurance
• Hybrid work environment 
• Generous PTO and paid holidays 
• RTD Pass 
• Comprehensive health benefits 
• Tuition reimbursement program 
• 401K plan 
• Fully stocked kitchen with snacks, meal items, and beer fridge 
• Weekly team lunches and quarterly company events 
• Access to in-building gym and locker room facilities 
• Monthly team fitness challenges with prize(s) for winner(s) 

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