Cloudvirga is seeking a Technical Customer Support Specialist to join our growing team in Irvine, California.  

We are looking for hungry, humble and highly skilled Technical Customer Support Specialists looking to make a difference in the way we delight our ever-growing customer base consisting of some of the largest mortgage lenders in the country. Your will work closely with customers and internal Cloudvirga teams to replicate, triage and resolve customer issues related to the entire suite of Cloudvirga products. You will focus on delivering the highest level of support by providing appropriate solutions in a timely manner and demonstrate exceptional follow up to ensure resolution while serving as the liaison between the customers and internal Cloudvirga teams. And always going the extra mile to delight our customers. 

 Sound like you? Please keep reading!

What you’ll do:

• Work with customers to receive and respond to incoming Tier 1 and 2 support request tickets via our ticketing system as well as via email and phone
• Translate internal product documentation, technical-speak and troubleshooting steps for business users
• Have a high sense of urgency while overseeing the complete resolution of issues, from simple password resets to troubleshooting and replicating loan origination workflow issues to working with external developers building Cloudvirga APIs
• Sudo-project management of tickets must be able to articulate to client, vendor, or internal teams about issues, analysis, findings, resolution and future preventative measures/fixes.
• Sudo-implementation management of customer environments, agent should be able to identify configuration related issues, understand intended functionality of integrations, match specific integrations to related clients, etc.
• Serve as the customer’s advocate to push fixes through with the Product/Dev teams
• Perform initial analysis of the support tickets, provide workarounds and minor fixes
• Drive to ensure internal and external / contractual SLA metrics are met
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Gather and consolidate feedback from customers as input for our Product team
• Author knowledgebase articles for internal and external use
• Work on cross-departmental projects like Project Management and Implementation and perform light QA of our product as needed

 We’re looking for someone who has:

• Excellent technical troubleshooting, documentation and customer communication skills (both oral and written)
• A detailed, results-oriented mindset and a work style that balances an ability to be self-directed and also share knowledge and information as part of a team
• Proven technical support and ticketing system experience typically gained from of 3+ years of experience – Zendesk experience a plus
• Experience researching error logs and xml files, running queries in a SQL database, and writing and executing scripts
• Some understanding of the mortgage origination processes and functions as well as tools used by lenders (e.g., POS, LOS, CRM, etc.)
• Experience with ITIL based ITSM and familiarity with navigating SaaS based platforms and software deployment
• Ability to think outside the box to find creative ways to solve technical and business problems
• Prior experience at a fast-growing early stage company, or demonstrated experience helping to build repeatable, scalable customer support processes while delivering stellar customer support – you need to be as excited about building a company as you are about delivering exceptional support services
• Flexibility and ability to work weekends and / or holidays as needed based on business demands and a rotating support schedule

Where You’ll Work:

Cloudvirga™ is revolutionizing mortgage origination by building intelligence into the digital mortgage. Cloudvirga’s Digital Mortgage Platform goes beyond just taking an application — it automates tasks traditionally performed by back-office operations staff to radically cut costs, improve the customer and loan officer experience and deliver a truly digital experience across the origination process. Cloudvirga’s unique approach to the mortgage manufacturing process allows lenders to realize the benefits of tomorrow’s digital mortgage today. Information is delivered accurately and compliantly from the start. Tasks that normally drain resources and delay the process are automated, and complex calculations are performed at the point of sale to create underwriter-ready loans. By combining deep industry expertise with a truly intelligent workflow, Cloudvirga’s platform offers a reimagined approach to digital mortgage origination. Founded off a top U.S. lender, Cloudvirga doesn’t just build pretty apps — we understand that mortgage processing is complicated and the consequences of non-compliance and inefficiencies are expensive. That’s why so many top lenders choose Cloudvirga.   

We are located in the heart of Irvine's technology hub at UCI Research Park, a campus that offers hiking, biking, dining, walking trails, common areas and an on-site gym. Cloudvirga offers all full-time employees unlimited paid time off to allow our team members to properly recharge, competitive base salaries, bonuses, equity, and affordable health coverage with generous company contributions.