Tier 1 Customer Support Specialist - Remote

Overview

As a Tier 1 Customer Support Specialist, you will be Sagent's first point of contact tasked with providing a professional client experience in the FinTech software servicing solutions.

In Short

• Maintain responsibility as the primary point of contact with customers.
• Follow established processes to ensure critical benchmarks are met.
• Provide business and technical support to troubleshoot customer support requests.
• Execute replication and testing efforts.
• Escalate cases as necessary and communicate effectively with the Sagent organization.
• Be a customer advocate and provide feedback for platform improvements.
• Assist in resolving urgent production issues.
• Monitor open cases to ensure timely resolution.
• Maintain accurate records in the case management system.
• Ensure secure handling of customer data.

Requirements

• 1-3 years of mortgage servicing experience.
• Experience with Investor Reporting, Cash Accounting, and General Ledger is a plus.
• Excellent communication and people skills (both written and verbal).
• Excellent attention to detail and ability to self-manage multiple tasks.
• Flexible and curious approach to learning.
• Familiarity with case tracking and incident management software.

Benefits

• Comprehensive benefit programs from Day #1.
• Remote/Hybrid workplace options.
• Health Benefits.
• Unlimited Flexible Time Off.
• Family Planning Services.
• Tuition Reimbursement.
• Paid Family Leave.
• 401(k) Matching.
• Pet Insurance.
• LinkedIn Learning and Virtual Social Experiences.