PPE Tech Support Specialist

PPE Technical Support Specialist

Summary:

As a member of the PPE Technical Support team, the PPE Technical Support Specialist provides users of the Optimal Blue Product and Pricing Engine with excellent customer service, issue resolution and education/training on new product updates and enhancements.

The target base pay for this position is $80,000.

Responsibilities:

• Supports Emerging/Inside Sales Clients via chat messaging, email, telephone/video calls. • Serves as liaison between end-users of the Product and Pricing engine and Optimal Blue to ensuring issue resolution, timely responses to questions and overall system support. • Track and identify business trends that could result in potential jeopardy of the customer account. • Communicates business trends and/or operational issues or other information that may impact client satisfaction with the appropriate internal parties like sales or client success. • Maintains ongoing knowledge of the system to ensure appropriate level of customer service and issue resolution. • Plays a key role in the training of clients on enhancements, new systems, or procedures. • Consults with senior peers on non-complex projects to learn through experience. • Achieves satisfactory ratings for all performance metrics i.e. "Rules of the Road" or other communicated requirements. • Ensures timely completion of assigned projects while performing day-to-day customer support.

Requirements:

• Minimum of two (2) years of mortgage pricing experience, with demonstrated technical proficiency administering mortgage technology platforms. • Experience supporting secondary marketing or lock desk operations using product and pricing technology. • Familiarity with the Optimal Blue Product and Pricing Engine (PPE) preferred. • Strong customer service orientation, with the resilience to navigate complex scenarios; high attention to detail and a client-focused mindset. • Demonstrated ability to learn quickly and adapt to change, with a strong interest in a technology-focused role. • Ability to follow established processes and procedures. • Strong analytical and problem-solving skills. • Excellent verbal and written communication skills.

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