Application Support Analyst

About BeSmartee

The company remains focused on its vision to deliver a 7-day mortgage close. Join BeSmartee and partner with 150+ lenders who rely on us to achieve an easy, fast and transparent digital mortgage.

Role Opportunity

The goal is to maximize first-contact resolution, protect client satisfaction (CSAT), and ensure no customer feels unheard or unattended.

This role requires 100% coverage of US Eastern Standard Time (EST) business hours.

• Serve as the first point of contact for all client-submitted issues and requests via the Service Desk.
• Acknowledge incoming tickets promptly and set clear expectations with the client on next steps and timelines.
• Troubleshoot and resolve common issues independently using the Knowledge Base, standard operating procedures, and basic technical tools (browser dev tools, API inspection, admin consoles).
• Identify whether an issue is a platform bug, configuration error, user education need, or feature request, and route accordingly.
• Manage and prioritize the Service Desk queue to ensure SLA targets are consistently met.

• Maintain proactive, empathetic communication with clients throughout the lifecycle of every ticket — from acknowledgment to resolution.
• Provide clear, non-technical explanations of issues and resolutions to clients who may not have a technical background.
• Conduct follow-up communication after resolution to confirm the client's issue is fully addressed and capture satisfaction feedback.
• Escalate client sentiment concerns (frustration, repeated issues, churn risk) to the Engineering Manager or Customer Success team promptly.

• Ensure every ticket is properly categorized, prioritized, and documented with relevant details before any handoff or escalation.
• For issues requiring Tier 2 escalation, prepare a complete escalation package:
• Steps to reproduce
• Screenshots / screen recordings
• Relevant log references or error messages
• Business impact and client urgency context
• Track and follow up on escalated tickets to ensure they are progressing and the client is kept informed.
• Validate fixes in staging/production and confirm resolution with the client before closing tickets.

• Contribute to and maintain the Knowledge Base (KB) by:
• Creating new articles for recurring issues and common questions
• Updating existing articles when processes or product behavior changes
• Identifying gaps in documentation based on ticket trends
• Help drive ticket deflection by ensuring clients have access to clear, searchable self-service resources.

• Provide regular updates to the Engineering Manager on:
• Ticket volume and trends
• SLA compliance
• Common issue categories and recurring pain points
• Client satisfaction / CSAT feedback
• Support implementation and onboarding activities by assisting new clients with basic configuration questions, portal access, and initial troubleshooting during their "First 90 Days."
• Participate in go-live support for new client launches, serving as the dedicated support contact during the transition period.

• Support "Train the Trainer" sessions to ensure internal training teams understand new features at a functional level, contributing troubleshooting context and common client questions from the Service Desk.
• Participate in User Training Events as a support resource, handling client questions and documenting issues that arise during pre-launch and go-live phases.
• Partner with the Product Operations Team and PMs to identify potential "training gaps" based on recurring support trends and frequently asked questions from the Service Desk queue.

• Professional Experience: 3+ years Experience in a Customer Support, Help Desk, or Client Services role, ideally in a B2B SaaS environment. Demonstrated ability to manage multiple client conversations with professionalism and empathy.
• Service Desk Proficiency: Experience managing tickets, SLAs, and workflows in a service desk platform.
• Customer Communication: Excellent written and verbal communication skills. Ability to explain technical concepts in plain language and maintain a calm, professional tone under pressure.
• Basic Technical Literacy: Comfortable navigating web applications, reading error messages, using browser developer tools for basic inspection, and understanding API request/response basics (JSON). Deep coding or engineering skills are not required.
• Troubleshooting Mindset: Methodical approach to diagnosing issues — able to follow runbooks, isolate variables, and document findings clearly.
• AI Proficiency: Ability to leverage Generative AI tools to draft responses, summarize ticket history, and accelerate documentation tasks.
• Organization & Prioritization: Ability to manage a high-volume queue, prioritize competing requests, and ensure nothing falls through the cracks.
• Empathy & Patience: Genuine care for the client experience, even when dealing with frustrated or non-technical users.
• Enablement & Presentation: The ability to present support insights and common issue patterns clearly to non-technical trainers and end-users during training events.