Sr. Software Support Specialist - Client Facing (1818) in Aliso Viejo, CA at Xome

Date Posted: 3/18/2018

Job Snapshot

Job Description

Ready to be a Cooper too? This might just be right up your alley!


A subsidiary of Nationstar Mortgage founded in 2012, Xome was built on the belief that the process of buying/selling a home shouldn’t undermine the excitement of home ownership. In working to bridge the offline and online worlds of real estate, we’ve opened new possibilities for home buyers/sellers and more business for real estate professionals.

Xome is comprised of industry leading real estate and technology companies, including Quantarium, Title365, and Xome Labs, united by the shared goal of forever transforming the real estate experience.  Learn more at 



Our Xome teams in Dallas, Orange County, Denver, and Seattle are building next-generation real estate software and service solutions. We put our customers first, are action-biased, and when we fail – we fail fast and move forward. There is no shortage of opportunity for exciting challenges and career growth. Learn more at  


This position is responsible for daily support of both internal and external clients that use the software and data services provided by Xome. This individual reports directly to the SVP of Retail Operations and works as part of the technology team to ensure high levels of customer satisfaction are met. As the primary liaison to our clients, attendance at key management meetings is an important part of the job, in order to bring new ideas forward that will create support efficiency and help manage service level agreement requirements and avoid payment of penalties.

The Senior Client Support Manager’s  ability to accurately document, summarize and analyze support issues  is key to successfully identifying needed changes, assessing development efforts and delivering project enhancements that meet business needs that materially benefit our business stakeholders. This position contributes to the company’s financial success as exceptional customer service and client retention is a primary goal of the company.

Good communication skills, and a responsive, organized daily task approach to work, are essential to this position. It is an expectation that this role develops a deep understanding of the software system(s) used by the business and its customers, provides application level documentation and technical support to end users, and is able to use that knowledge to effectively and efficiently replicate, validate and respond to questions and reported software anomalies.

Daily Job Duties:

  • Provide excellent daily first-line support to our expert technical teams to identify, diagnose and solve issues related to our software products. 
  • Use your SQL and scripting skills to help analyze database problems, create new reports, and make recommendations to management for improvements that will positively impact support times.
  • Interact daily with clients and Account Executives to provide the critical support and communications, supporting all company service level agreements.
  • Build and manage a knowledge base.
  • Utilize in-house support tools such as JIRA, SERVICE NOW, and others.
  • Develop and provide regular reports to Senior Management on issue status and resolutions times.


  • 3+ years' professional experience in software/technical support. Must have some application or software support experience (not exclusively user or hardware support)
  • Must be familiar with any facet of the buying and selling of real estate. Experience with mortgage lending a plus.
  • Must be knowledgeable with JIRA, ZenDesk, or other Agile Methodology support software. Knowledge of SQL is a big help as well.
  • Ability to interface with Account Managers and clienthelp desks to document issues and facilitate resolution
  • MUST be able to commute daily to Aliso Viejo, CA

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Job Category:

Information Technology

Primary Location City:

Aliso Viejo

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Primary Location Country:

United States of America

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