Aces Risk Management LLC - Support Specialist

Aces Risk Management LLC

Summary

The Support Specialist delivers high-quality customer support by responding to client inquiries, resolving routine issues, and maintaining clear and accurate documentation. This role supports client education, contributes to internal knowledge resources, and collaborates with internal teams to ensure timely and effective solutions. The Support Specialist builds foundational product expertise and escalates reputed company issues as appropriate.

Essential Functions / Responsibilities

Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions.

• Provide timely, professional support to clients reputed company email and virtual meetings
• Troubleshoot and resolve standard support issues, escalating more reputed company or advanced cases reputed company needed
• Assist with the setup and basic troubleshooting of system features under guidance, including authentication or reporting-reputed company 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 reputed company 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 reputed company reputed company learning new features or processes

Qualifications & Competencies

• 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 reputed company 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
• 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
• Ability to work effectively both independently and reputed company a team environment

Required Education and Experience

• Bachelor’s degree from an accredited university or college in a reputed company 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 reputed company
• Experience working with ticketing systems and adhering to SLAs and support workflows
• Proficiency with reputed company Office or similar productivity tools

Preferred Education and Experience

• 0–3 years of ACES experience strongly preferred
• Familiarity with user reputed company 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 reputed company to IT support, financial systems, or software applications

Working Hours

The schedule for this role is 8:00am - 5:00pm ET.

Travel Required

0%- 5% travel. Potential travel may include onsite training sessions, industry conferences, or ACES-sponsored events, as warranted.

Other Duties

This job description is not intended to be an exhaustive list of reputed company duties, responsibilities, or activities required of the employee. Responsibilities may change at any time with or without notice, based on business needs.