Encompass Helpdesk Specialist - Remote

Position: Encompass Application Helpdesk Specialist - Remote

Position Overview

Remaining adaptable and innovative are two pillars of Benchmark’s Dynamic core value. The Application Helpdesk Specialist will embody both of these characteristics in the daily responsibilities of providing technical assistance and support related to computer applications. This position assists with technical support, reporting, and process improvement identification.

Ideal candidates for this position have a strong service-oriented mindset, high level of problem-solving abilities, knowledge of loan flow within Encompass, broad technical expertise and ability to prioritize in a dynamic work environment.

Essential Functions of the Role

• Serve as the first point of contact for end users seeking application support.
• Resolve helpdesk tickets promptly and courteously, adhering to established service level agreements (SLAs).
• Troubleshoot Encompass and application software problems, including user errors, system configurations, and technical issues.
• Provide end-user guidance on how to utilize Encompass and other software lending platforms, features, and functionalities effectively.
• Document troubleshooting steps, solutions, and interactions with end-users in the helpdesk ticketing system.
• Collaborate with cross-functional teams, including Encompass administrators and business analysts, to address systemic issues and improve user experience.
• Assist in creating and maintaining knowledge base articles and FAQs for internal team knowledge.
• Escalate issues to the next level of support according to support processes.
• Identify training opportunities through help desk activity and submit recommendations to management.
• Other duties as assigned.

Classification

Full Time, Non-Exempt

Reports to

Director of Underwriting

Positions reporting to this position

None

Essential Knowledge/Skills/Abilities

• Proven ability to prioritize and multi-task
• Solid time management skills
• Ability to work across organizational boundaries
• Ability to analyze a problem and apply problem-solving skills to resolve the issue
• Proven customer service and communication skills
• Working knowledge of ticketing systems
• Proficient with Microsoft Office 365 and a ticketing system

Experience Requirements

• One year of Application Helpdesk experience is required.
• Experience with Encompass required.
• Experience with Zendesk preferred.
• Mortgage processing or loan operations experience is preferred.

Education / Licensing Requirements

• Associate’s degree in computer science or equivalent experience required.

Working Conditions

• Collaborative team environment.
• Requires normal vision (corrected) both close and distant.
• Requires normal hearing levels (corrected).
• Requires working at a desk to use a phone and computer for extended periods of time.
• Requires sitting, bending.
• Works effectively with frequent interruptions.
• Lifting requirements of 25 lbs. occasionally.
• Casual dress code.

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