The Client Services Specialist will support our clients and resolve incidents timely and professionally.  The person will maintain sufficient product knowledge to assist clients with questions and moderate technical skills to troubleshoot problems and assist in problem resolution.  The Client Services Specialist will assist in the proper maintenance and use of the ticketing system and will assist Client Implementations and Training as required.



  • Provides in-depth product support to PromonTech’s clients by resolving incoming inquiries
  • Troubleshoots technical incident reported by clients and provides technical support to clients by coordinating resolution with internal PromonTech technical and development staff
  • Maintains and fosters the relationship between the clients and PromonTech by ensuring client satisfaction, maintaining client communication and problem resolution
  • Responds to customer product inquiries via telephone or through electronic means
  • Documents customer information and recurring technical issues to support product quality programs and product development
  • Recreates client issues in test environment, identifies and documents how applications and systems interact to support business processes
  • Performs additional related duties as assigned



  • Minimum 3 years experience supporting or serving customers
  • Knowledge of the mortgage industry and mortgage loan processing
  • Experience with Customer Support platforms is preferred
  • Ability to use and adapt to a variety of new tools/methodologies. Significant focus on application development tools including Jira, Sketch, Invision, Google Drive, Excel/Google Sheets, etc
  • Analytical skills to critically evaluate the information gathered from multiple sources, reconcile differing views, decompose high-level information into details, and distinguish user requests from the underlying true needs
  • Strong interviewing and listening skills
  • Organizational and time management skills required
  • Self-starter with proven ability to work independently
  • Excellent oral and written communication skills
  • Interpersonal skills, to help negotiate priorities and to resolve conflicts
  • Bachelor’s Degree preferred


New York

900 Third Avenue, Suite 2202

New York, NY 10022


1512 Larimer Street, Suite 325

Denver, CO 80202

Washington, DC

1300 17th Street North, Suite 750

Arlington, VA 22209

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