Application Support Representative

🕒 June 11

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Embrace Software Inc

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2021

💼 Consulting

💸 Finance

Consulting • Software • Finance

Embrace Software Inc. is a business investment company that specializes in acquiring and building world-class software businesses across various industrial sectors. With a focus on mission-critical software, Embrace aims to add value to its portfolio of companies, which range from small and medium-sized businesses to Fortune 500 firms. The company supports its acquired businesses by providing resources and operational expertise to foster growth and enhance customer satisfaction.

📋 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.

🎯 Requirements

• 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.

🏖️ Benefits

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