Support Analyst

We provide technology that community financial institutions use to manage risk and drive growth. Our solutions automate key processes – from anti-money laundering to fraud detection to CECL readiness to lending workflows – empowering our customers by addressing their Enterprise Risk Management needs.

About the role

The Support Analyst will be accountable for driving the resolution of product issues from start to finish, through a documented process, and ensuring the highest level of customer satisfaction. The Product Support Analyst will be an asset to the brand and must represent the company in a professional and courteous manner. This position will be located at our office in Raleigh, NC, Austin, TX, or remote.

Responsibilities

• Maintain expert domain knowledge in bank and accounting products, as well as any new products
• Resolve support requests and enhancements that come in through any of our support channels such as email, web or phone
• Call and communicate with customers about support requests and enhancements
• Ensure a fast time to contact and time to resolution on all support issues, as well as the highest level of customer satisfaction
• Collaborate and communicate with support team members (including product, integration and consultants) to troubleshoot customer issues
• Assist in related customer projects, such as financial data entry, maintaining and updating the website customer FAQs, and testing customer support enhancements to the website
• Provide critical feedback and recommendations for process improvement
• Occasional travel required for team events to support engagement, relationship-building, and key decision-making

Requirements

• Bachelor’s degree in Finance, Economics or equivalent years of experience
• 2+ years technical customer service experience preferred
• High energy, can-do attitude, with commitment to excellent customer service
• A team player attitude and willingness to learn
• Excellent communication

Benefits

• Market competitive total rewards package
• Competitive salary along with full health benefits with an HSA option
• Flexible PTO and bank holidays
• 401(k) plan and company match
• To be part of the Heart & SOUL of a winning company with an inspiring mission
• The opportunity to Make Big Things Happen