[Remote] Support Specialist

Note: The job is a remote job and is open to candidates in USA. ACES Quality Management is seeking a Support Specialist to deliver high-quality customer support by responding to client inquiries and resolving routine issues. The role includes providing web-based training, maintaining documentation, and collaborating with internal teams to ensure effective solutions.

Responsibilities

• Provide timely, professional support to clients via email and virtual meetings
• Troubleshoot and resolve standard support issues, escalating more complex or advanced cases when needed
• Assist with the setup and basic troubleshooting of system features under guidance, including authentication or reporting-related configurations
• Provide web-based training to clients on core product functionality
• Accurately document support tickets, including issue details, steps taken, and resolution outcomes
• Use reporting tools at a foundational level to review and track client-reported issues
• Contribute to internal knowledge base articles, training materials, and documented procedures
• Gather client feedback during support interactions and share relevant insights with internal teams
• Collaborate with cross-functional teams to ensure a consistent and positive client experience
• Demonstrate adaptability and a problem-solving mindset when learning new features or processes

Skills

• Strong organizational and time management skills with the ability to manage multiple tasks
• Demonstrated reliability, accountability, and a strong work ethic
• Experience with ticketing systems such as FreshDesk or similar platforms
• Basic experience creating or updating tickets in Jira or comparable tools
• Strong analytical skills with attention to detail and sound judgment
• Ability to follow documented processes, maintain accurate records, and escalate issues appropriately
• Clear and professional written and verbal communication skills
• Ability to work effectively both independently and within a team environment
• Bachelor's degree from an accredited university or college in a related field preferred, or equivalent work experience
• 1–3 years of experience in the financial industry, preferably in residential mortgage
• 1–3 years in a technical support, customer support, or application support role
• Experience supporting SaaS-based applications or cloud-hosted platforms
• Basic understanding of IT concepts such as authentication, permissions, system integrations, and data security
• Experience working with ticketing systems and adhering to SLAs and support workflows
• Proficiency with Microsoft Office or similar productivity tools
• Working knowledge of ACES preferred
• Familiarity with reporting tools such as Business Objects, Crystal Reports, Reveal, or similar platforms is preferred
• Foundational knowledge of mortgage servicing, loan origination, or core banking systems (e.g., MSP, Encompass) preferred
• 0–3 years of ACES experience strongly preferred
• Familiarity with user management concepts such as SSO, role-based access, or identity providers
• Exposure to reviewing system logs, error messages, or application reports for troubleshooting (e.g., Sumo, Network logs, system logs)
• Conceptual or assisted experience with APIs, data imports, or file-based integrations
• Experience collaborating with cross-functional teams such as Product, Engineering, or Training
• Demonstrated ability to learn new systems quickly and apply technical concepts in a support environment
• Industry certifications or coursework related to IT support, financial systems, or software applications

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