Application Support Representative

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Embrace Software Inc

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 2021

💸 Finance

📚 Éducation

Software • Finance • Education

Embrace Software Inc. est une société d'investissement spécialisée dans l'acquisition et le développement d'entreprises de logiciels de classe mondiale à travers divers secteurs industriels. En mettant l'accent sur les logiciels critiques pour les missions, Embrace vise à ajouter de la valeur à son portefeuille d'entreprises, qui va des petites et moyennes entreprises aux entreprises du Fortune 500. La société soutient ses entreprises acquises en fournissant des ressources et une expertise opérationnelle pour favoriser la croissance et améliorer la satisfaction client.

Description

• Responds to credit union client inquiries promptly, patiently, and in a clear, friendly, and thoughtful manner • Handles inbound support across multiple channels, including phone, email, and chat, including real-time client interactions • Demonstrates proficiency in credit union core system knowledge, software product functionality, and common platform issues • Uses product knowledge and critical thinking skills to research, reproduce, and troubleshoot client-reported software issues effectively • Comfortable working with multiple web-based applications to enter, pull, and assess member and account data, as well as communicate with clients via voicemail, email, online chat, or in-person • Participates in software testing efforts, including regression testing, UAT support, and validation of bug fixes and new feature releases • Documents and tracks defects, test results, and issue resolutions clearly within ticketing and test management systems • Demonstrated ability to work as an effective team member and comfortable working autonomously in an ambiguous, fast-paced environment • Consistently exhibits excellent written and verbal communication skills with clients and internal team members, including a clear, professional, and easy-to-understand speaking voice • Maintains excellent attention to detail when following and helping to maintain client support documentation, testing procedures, and release notes • Assists with outbound client outreach, software upgrade coordination, and special projects as needed • Resolves high-volume support requests with speed and accuracy, with an understanding of the operational impact issues may have on credit union staff and members • Contributes to improving support and testing efficiency by identifying recurring issues, suggesting process improvements, and helping maintain accurate knowledge base and test case content

🎯 Exigences

• Associate degree in Computer Science, Information Systems, or related field. • Minimum of two (2) years of experience in a financial institution, IT support, or a customer-facing technical role. • Knowledge of loan processing applications is helpful. • Foundational understanding of banking and credit union operations. • Understanding of general networking concepts and server setup configurations. • General knowledge of supported applications and awareness of related systems. • Strong interpersonal and communication skills; able to explain technical concepts clearly. • Dependability and accountability traits are vital. • Analytical thinker with the ability to diagnose and resolve issues methodically. • Proficient in Microsoft Office Suite and basic troubleshooting tools. • Demonstrated ability to provide high-quality customer service. • Willingness to learn and grow in technical knowledge and product expertise.

🏖️ Avantages

• Competitive base salary • Comprehensive benefits package (medical, dental, 401(k), etc.) • Remote work flexibility with travel to client sites as needed