Tier 1 – Encompass® Helpdesk Support Specialist – Hours 12 PM to 9 PM ET Position Available In Burlington, New Jersey

Tier 1 – Encompass® Helpdesk Support Specialist – Hours 12 PM to 9 PM ET Mortgage Workflows Partners Hainesport, NJ •

Remote Position Summary:

Mortgage Workflow Partners Inc. is seeking a detail-oriented and customer-focused Tier 1 Helpdesk Support Specialist to join our Encompass® support team. This is a remote role focused on the initial triage of support tickets and execution of basic Encompass® administration tasks . You will be the first point of contact for end users, ensuring swift, professional, and thorough resolution of client inquiries.

Key Responsibilities:

Provide first-response triage to inbound Encompass® support requests via email, chat, and phone. Perform basic Encompass® administration tasks (e.g., user setup, role adjustments, field visibility, template updates) Initiate follow-up calls or messages to ensure issues are fully resolved Maintain extraordinary follow-up and documentation within the helpdesk system Escalate complex technical problems to Tier 2 or Tier 3 support when necessary Use video conferencing tools (e.g., Zoom, MS Teams) to troubleshoot issues live with users when needed Deliver excellent customer service in every interaction – responsiveness and clarity are essential Document common issues and resolutions to contribute to a growing knowledge base

Requirements:

Must reside in one of the 50 United States Must be available to work 12 PM – 9 PM ET, Monday through Friday Quiet, dedicated home workspace with reliable high-speed internet Strong written and verbal communication skills Demonstrated ability to follow up proactively and communicate updates clearly Experience with Encompass® by ICE Mortgage Technology (user-level or administrative tasks) Must complete and pass our Encompass® Skill Set Exam before a job offer Comfortable using video conferencing tools for live troubleshooting Able to manage multiple cases simultaneously and stay calm under pressure Effective in goal-setting Effective time management Clear communication skills Comfortable communicating through writing and documentation of all solutions created and implemented Ability to comfortably and effectively complete work asynchronously Strong listening skills Strong desire to keep learning

Preferred Qualifications:

1+ years of experience in mortgage operations or Encompass® support Prior experience in a helpdesk, customer service, or remote support role Familiarity with Encompass® settings such as user/company settings, personas, input forms, field triggers, and custom templates Ticketing system experience (e.g., Zendesk, Freshdesk, HubSpot) Strong written and verbal communication skills

What We Offer:

100% Remote Work Competitive Compensation Supportive, fast-paced, and collaborative team culture Growth opportunities in Tier 2 support or other positions as they open Opportunity to deepen your knowledge in mortgage technology with hands-on exposure Apply today to join a team that prioritizes workflow over technology and client success above all.

Get to know us:

Mortgage Workflow Partners is an equal-opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please get in touch with us directly. Applicants who receive job offers from Mortgage Workflow Partners will be asked to sign a Proprietary Rights Agreement, which includes confidentiality, intellectual property assignment, and non-solicitation of customers and employees. If you are contacted for a role at Mortgage Workflow Partners and wish to review a copy of the Proprietary Rights Agreement before receiving an offer, you may request a copy from us.