We are seeking a customer-focused Solutions Analyst to support customers using our mortgage document preparation platform. This role serves as a primary point of contact for customer service and support, managing inquiries and requests through a helpdesk system, with occasional phone or video interactions. The Solutions Analyst is responsible for troubleshooting issues, identifying effective solutions, and ensuring a high level of customer satisfaction. Solution delivery will frequently require effective collaboration with other support and product-oriented teams.
In addition to support responsibilities, the Solutions Analyst gathers and translates customer change requests into clear, actionable technical requirements for Document Developers. This role requires strong technical aptitude to diagnose issues, interpret document logic, and understand existing configurations, which often involves the use of simple VB.NET code and SQL queries. Depending on the scope of work, the Solutions Analyst may also be responsible for migrating approved changes through development, staging, and production environments.
Success in this role requires a balance of customer communication skills, technical expertise, and attention to detail.
Requirements
· Experience in customer service or support, with the ability to manage and resolve issues effectively through a helpdesk ticketing system
· Ability to interpret and translate business requirements into technical requirements
· Solid troubleshooting and analytical skills with the ability to identify root causes and recommended solutions
· Basic programming or scripting experience (e.g., VB.NET or similar), or proven ability to learn quickly
· Strong written and verbal communication skills, including the ability to explain technical concepts to non-technical audiences
· Business-level English fluency
· Attention to detail and ability to manage multiple requests in a fast-paced environment
· Experience coordinating or executing changes across development, staging, and production environments
Preferrred:
· Experience in mortgage, lending, or financial services industries
· Experience with document generation systems
· Experience or familiarity with SQL databases and queries
· Experience working with a variety of helpdesk and change tracking systems