Broker System Helpdesk
Job Title: Broker Systems Helpdesk Overview: The Broker Systems Helpdesk Specialist provides day-to-day technical and operational support for internal employees and brokers using company systems and platforms. This role serves as the first point of contact for troubleshooting system issues, answering user questions, managing access requests, and ensuring a smooth user experience across broker-related applications and tools. Key Responsibilities:
- Provide first-level support for broker systems, applications, and related technology tools
- Respond to helpdesk tickets, emails, and user requests in a timely and professional manner
- Troubleshoot system access, login issues, data discrepancies, and general technical problems
- Escalate complex issues to appropriate internal teams or vendors when necessary
- Maintain accurate documentation of support requests, resolutions, and system updates
- Assist with user onboarding, account setup, permissions, and training
- Support testing and rollout of new system features, enhancements, and updates
- Create and maintain user guides, FAQs, and training materials
- Monitor recurring issues and identify opportunities for process improvement
- Collaborate with Operations, IT, Compliance, and Broker teams to ensure system functionality and user satisfaction
Qualifications:
- 1–3 years of helpdesk, technical support, operations, or systems support experience preferred
- Strong troubleshooting and problem-solving skills
- Excellent written and verbal communication skills
- Ability to prioritize tasks and manage multiple requests simultaneously
- Proficiency with Microsoft Office Suite and ticketing/helpdesk systems
- Experience supporting CRM, broker management, or insurance-related systems is a plus
- Strong attention to detail and organizational skills
- Ability to work independently and collaboratively in a fast-paced environment
Preferred Skills:
- Previous Mortgage Experience
- Experience with user account management and permissions
- Familiarity with Salesforce, AMS, CRM, or broker management platforms
- Basic understanding of system integrations and data workflows
- Customer-service mindset with a proactive approach to support
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