Experience Rep I

About the role

Join the company defining what it means to be an Impact Lender! Mortgages are what we do, but that doesn't define who we are. In 2008, Movement disrupted the industry with the innovative 6-7-1 mortgage process. In 2023, we pioneered again, helping launch Impact Lending – a new category of lending. Any mortgage lender that commits at least 10% of its profits to helping the neighborhoods it serves is an Impact Lender. At Movement, we are Impact Lenders. We give 40%-50% of our profits to making an impact in our communities. For us, purpose and people have always come before profit.

Responsibilities

• Respond to inbound support contacts across multiple channels — phone, chat, ticket, email, and in-person — promptly, professionally, and with clear communication.
• Triage, prioritize, categorize, and resolve or escalate cases within the ITSM platform (Service Cloud – Salesforce), using documented procedures and knowledge articles, with a focus on meeting SLAs.
• Own/follow the case to ensure timely response and follow-up from the escalated team based documented procedure.
• Administer and troubleshoot end-user hardware and software on a Microsoft Windows–based domain and a limited number of macOS devices, including first-level troubleshooting of common hardware, software, and connectivity issues.
• Perform Active Directory / Entra ID duties such as onboarding, offboarding, password resets, group membership, and resolving account lockouts and basic access requests.
• Troubleshoot basic mobile device requests (iOS/Android) and basic network and application connectivity issues.
• Support the enterprise software application landscape, resolving Tier 1 end-user functions and escalating to respective teams with clear, complete documentation when needed.
• Perform asset management duties — hardware deployment, returns, break/fix, inventory reconciliation, and fulfilling hardware requests.
• Provide user training and support for commonly used applications and systems.
• Keep employees informed with regular status updates throughout the management of their incidents and requests, through to resolution.
• Maintain accurate records in the ticketing system for all incidents and requests.
• Participate in Tier 1–scoped IT projects such as upgrades, rollouts, and migrations.
• Contribute to knowledge and self-service by creating and maintaining technical knowledgebase articles and sharing feedback on recurring issues.
• Champion service excellence by proactively communicating with customers and stakeholders throughout the incident/request lifecycle.

Qualifications

• High school diploma or GED equivalent; IT coursework or certifications a plus.
• Experience of 0-2 years is required.
• Working knowledge of Windows operating systems and Microsoft 365, plus common business applications.
• Ability to provide basic technical support on macOS.
• Basic experience administering Microsoft 365, Active Directory, and Entra ID, and using remote support tools.
• Basic understanding of IT security principles and practices.
• Strong customer-service orientation and clear written and verbal communication.
• Ability to follow documented procedures and ask for help appropriately.
• Dependability, empathy, and a positive, team-first attitude.
• Proficient written and verbal communication with a strong customer-service orientation.
• Strong analytical skills and sense of urgency to investigate and resolve customer support cases.
• Proficient multitasking and organizational abilities, with the ability to follow documented procedures and ask for help appropriately.
• Dependability, empathy, and a positive, team-first attitude.