Information Technology; IT Business Systems Support Specialist

Location

Hybrid Dallas, TX or Fully Remote

The Business Systems Support Specialist is responsible for supporting, maintaining, and improving the organization’s business applications and internal systems. This role acts as a bridge between business users and technical teams, ensuring systems are functioning efficiently, issues are resolved promptly, and process improvements are identified and implemented.

• Act as the escalation point for complex Help Desk issues, primarily supporting Mortgage Machine and related systems, and provide advanced troubleshooting and resolution.
• Analyze and resolve underwriting-related loan issues, including DU/LP findings, DTI calculations, and other eligibility-related system issues.

• Perform quality control (QC) reviews of Help Desk tickets to identify recurring issues, root causes, and system or process improvement opportunities.
• Monitor ticket trends and common problem areas to support proactive system improvements and user education.

Administer and maintain Mortgage Machine, including:

• Updating system banners and forms
• Adding, editing, and managing user access and permissions
• Creating, updating, and maintaining fee templates

• Maintain strong customer relationships by providing timely, accurate, and effective support.
• Continuously improve response times, communication, and overall service delivery
• Ensure customer service standards and service-level agreements (SLAs) are consistently met.

• 5+ years of experience working with mortgage loans
• 3+ years of experience supporting systems and managing support tickets
• Strong problem-solving skills
• Ability to learn quickly and adapt to new systems and processes
• Critical thinking and analytical skills
• Excellent verbal and written communication skills
• Strong organizational and time-management skills
• Excellent collaboration and teamwork skills

This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Click n’ Close, Inc is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.