Technical Support II

WHO WE ARE :

Xactus (pronounced 'Zac-tus') is the leading verification innovator for the mortgage industry. We have over 6,500 clients ranging from the largest bank and non-bank mortgage originators to credit unions and mortgage brokers. Xactus works closely with our clients to digitally integrate a 360° approach to verification across their workflows. As a result, lenders can easily access the technology necessary to meet consumer demands for a modern mortgage experience with industry-leading speed, reliability, and accuracy - while also closing more loans more quickly with greater profitability.

Xactus is proud to provide a friendly work environment that is primarily remote. Our workforce provides many opportunities for you to enhance your skills with our top-notch financial leadership team who prioritizes building talent. If you are curious and searching for a change that will be fun and rewarding, please reach out to us! We would love to have you on our team!

WHO YOU ARE :

You are a career-minded, driven individual who is looking for a position that challenges you and supports your professional development.

THE BENEFITS WE OFFER :

A friendly, supportive environment which is highly rated by Xactus employees. Feedback from our employees says : "The people I work with treat each other with respect," "I feel accepted by my coworkers," and "The person I report to cares about me as a person."

Xactus offers medical, vision and dental insurances, bonus programs, fitness reimbursement and other healthy life-style programs through our benefits carrier, 401k plan with a company match, short and long-term disability, life insurance, accident and critical illness insurance, health savings account, flexible spending account, employee assistance program, legal services, employee discounts and more.

ADDITIONAL INFORMATION :

If applying for a position at Xactus, candidates must be a resident of the United States, and should be authorized and eligible for employment in the United States. Xactus does not provide visa sponsorship at this time.

If hired to work at Xactus, employment is contingent upon successful completion of required background checks and pre-employment drug screening.

SUMMARY :

Xactus is currently seeking two (2) Technical Support Representatives to join our Tier 2 support team. In this role our representatives will provide advanced support for complex technical issues, including escalated cases from Tier 1. This role requires a deep understanding of industry standards, such as MISMO, XML, Freddie Mac, and Fannie Mae guidelines, as well as expertise in integrations and process troubleshooting.

Full-time positions, Monday - Friday. We are seeking one first shift, 8 : 00am - 4 : 30pm EST, and one second shift, 11 : 30 - 8 : 00pm EST.

Fully remote, equipment is provided. Only candidates based in the U.S. are encouraged to apply at this time.

ESSENTIAL FUNCTIONS :

The following is a list of essential functions, which is subject to change at any time and without advance notice. Management may assign new duties, reassign existing duties, or eliminate a function based on business needs or at its sole discretion.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

• Handle and resolve escalated support cases involving complex technical issues with mortgage software and processes.
• Address and troubleshoot errors related to MISMO, XML standards, Freddie Mac, and Fannie Mae compliance.
• Provide expert guidance on integration processes, working with both internal teams and third-party providers to ensure seamless system functionality.
• Resolve advanced technical questions related to software integrations and workflow processes.
• Document solutions and procedures for complex issues, creating resources for both Tier 1 and Tier 2 teams.
• Continuously review and improve support processes for efficiency, especially in handling escalations.
• Serve as a subject matter expert for Tier 1 staff, offering training and guidance on industry standards and advanced troubleshooting techniques.
• Follow up with clients to ensure issues are fully resolved and assess client satisfaction.

QUALIFICATIONS :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND / OR EXPERIENCE :

SKILLS AND COMPETENTCIES :

WORKING CONDITIONS :

PHYSICAL DEMANDS :

Xactus promotes an equal opportunity workplace, which includes reasonable accommodations of otherwise qualified disabled applicants and employees. Please contact your supervisor with questions regarding the physical demands of this position.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.