Software Support Representative – Aurora Document

🕒 September 3

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

👻 Ghost score 52%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Provide first-level support to customers via phone, email, or web regarding Aurora Document software • Troubleshoot application issues, listen to customer concerns, and identify root causes • Research and resolve application or service issues using available tools, product documentation, and internal resources • Escalate complex issues to senior team members or development with clear problem documentation • Travel to financial institutions for installations and/or training • Manage support cases through completion, requesting assistance when needed • Monitor incoming emails and support cases to ensure timely response and resolution • Stay current with product updates and participate in internal training • Assist with documenting solutions and contributing to internal knowledge sharing • Support basic hardware performance and capacity monitoring related to applications

🎯 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 • Equivalent combination of education and experience may be considered • 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 • Analytical thinking with the ability to diagnose and resolve issues methodically • Proficiency 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 • Ability to complete quality work on time and with attention to detail • Maintain professionalism in interactions with clients and team members • Collaborate effectively across departments • Communicate clearly and consistently

🏖️ Benefits

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