Technical Customer Support Representative

Cloudvirga is a FinTech company that is disrupting the lending industry with an intelligent consumer point of sale platform. We're tackling the home loan process, while creating a better experience for consumers, reducing loan costs and time to close, and eliminating the hassle of multiple touch points. Cloudvirga strives to make the process of securing a mortgage easier for consumers while making the American Dream more achievable. Our digital mortgage platform radically cuts mortgage loan costs, increases transparency and reduces the time to close a loan. We process over $200 billion in loans per year for some of the largest mortgage lenders in the US as we help them reduce the time and cost to manufacture a loan.
We are looking for an exceptional Technical Customer Support Specialist to join our team at Cloudvirga! In this role you will work closely with teams to replicate, triage, and resolve customer issues related to the entire suite of Cloudvirga products. You will focus on delivering the highest level of quality support by providing appropriate solutions in a timely manner. You will demonstrate exceptional follow up to ensure resolution while serving as the liaison between the customers and internal Cloudvirga teams while going the extra mile to delight our customers.
What You'll Do:

• Work with customers to receive and respond to incoming Tier 1 and 2 support request tickets via Cloudvirga's ticketing system as well as via email and phone
• Translate internal product documentation, technical-speak and troubleshooting steps for business users
• Have a high sense of urgency while overseeing the complete resolution of issues, from simple password resets to troubleshooting and replicating loan origination workflow issues to working with external developers building Cloudvirga APIs
• Assist in the management of customer tickets and be able to articulate reported issues to clients, vendors, or internal team members to troubleshoot, analyze, resolve, and suggest future preventive measures.
• Assist in the management of customer environments and be able to identify configuration related issues, understand the intended functionality of integrations, and match specific integrations to applicable clients.
• Perform initial analysis of the support tickets, provide workarounds and minor fixes
• Drive to ensure internal and external / contractual SLA metrics are met
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Gather and consolidate feedback from customers as input for our Product team
• Author knowledgebase articles for internal and external use
• Work on cross-departmental projects like Project Management and Implementation and perform light QA of our product as needed.
• Support the deployment of each release into the Client(s) Production Environment including but not limited to configuration updates necessary to consume the release. Deployments to production environments are usually off-business hours, either overnight or during the weekend. Agents will be permitted to adjust their regular schedule accordingly to accommodate this business need.
• Support the CV SEV-1 contact line during off-business hours (nights and weekends) in one-month intervals approximately two times per year. Required coverage may adjust depending upon team size.
• Support Production Environment Patch Testing at the end of month as needed.

What You'll Need:

• Excellent technical troubleshooting, documentation and customer communication skills (both oral and written)
• A detailed, results-oriented mindset and a work style that balances an ability to be self-directed and also share knowledge and information as part of a team
• Proven technical support and ticketing system experience typically gained from of 2+ years of experience - Zendesk experience a plus
• Experience researching error logs and xml files, running queries in a SQL database, and writing and executing scripts
• Some understanding of the mortgage origination processes and functions as well as tools used by lenders (e.g., POS, LOS, CRM, etc.)
• Experience with ITIL based ITSM and familiarity with navigating SaaS based platforms and software deployment
• Ability to think outside the box to find creative ways to solve technical and business problems
• Prior experience at a fast-growing early stage company, or demonstrated experience helping to build repeatable, scalable customer support processes while delivering stellar customer support - the ideal candidate needs to be as excited about building a company as they are about delivering exceptional support services
• Flexibility and ability to work weekends and / or holidays as needed based on business demands and a rotating support schedule

What We Do:
Recently acquired by Stewart Title (NYSE:STC) Cloudvirga™ is revolutionizing mortgage origination by building intelligence into the digital mortgage. Cloudvirga's Digital Mortgage Platform goes beyond just taking an application - it automates tasks traditionally performed by back-office operations staff to radically cut costs, improve the customer and loan officer experience and deliver a truly digital experience across the origination process. Cloudvirga's unique approach to the mortgage manufacturing process allows lenders to realize the benefits of tomorrow's digital mortgage today. Information is delivered accurately and compliantly from the start. Tasks that normally drain resources and delay the process are automated, and complex calculations are performed at the point of sale to create underwriter-ready loans. By combining deep industry expertise with a truly intelligent workflow, Cloudvirga's platform offers a reimagined approach to digital mortgage origination. Founded off a top U.S. lender, Cloudvirga doesn't just build pretty apps - we understand that mortgage processing is complicated and the consequences of non-compliance and inefficiencies are expensive. That's why so many top lenders choose Cloudvirga.
Where You'll Work:
We are a fully remote workplace. If you are interested in working from our HQ Office, we are located in the heart of Irvine's technology hub at UCI Research Park, a campus that offers hiking, biking, dining, walking trails, common areas and an on-site gym. Cloudvirga offers all full-time employees unlimited paid time off to allow our team members to properly recharge, 11 paid holidays, competitive base salaries, and affordable health coverage with generous company contributions.