Customer Support Specialist

High school diploma 1-2 years of customer service experience, including phone and email support Strong written and verbal communication skills Ability to quickly learn new software systems Empathy, patience, and a genuine desire to help Positive, solution-oriented mindset Curiosity and openness to feedback Strong attention to detail Ability to multitask and stay organized in a fast-paced environment Comfortable working independently in a remote setting Team-oriented and willing to collaborate Experience working remotely (nice to have) Experience in mortgage technology or related industries (nice to have)

Deliver real-time assistance through chat for the RON product. Serve as the first point of contact for inbound calls, documenting notes and coordinating with internal teams. Manage multiple email queues, resolve tickets within SLA, and escalate when appropriate. Troubleshoot Snapdocs products and partner with QA/training teams for recurring themes. Submit manual orders accurately for smooth hand-offs. Keep ticket statuses updated and take ownership of open items. Surface feedback to improve product, processes, and support resources. Contribute to ad-hoc support projects and help build new resources.