Application Support Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Responds to inquiries from credit union clients in a timely, patient, and friendly manner.

• Manages inbound support through various channels, including phone, email, and chat, engaging with clients in real-time.

• Exhibits a strong understanding of the credit union's core systems, software functionalities, and typical platform issues.

• Leverages product knowledge and analytical skills to investigate, replicate, and resolve software issues reported by clients.

• Proficient in navigating multiple web-based applications to input, retrieve, and evaluate member and account information, as well as communicate with clients through voicemail, email, online chat, or face-to-face interactions.

• Involved in software testing tasks, including regression testing, UAT support, and the validation of bug fixes and new feature launches.

• Accurately documents and tracks defects, test outcomes, and resolutions within ticketing and test management systems.

• Proven ability to function effectively as a team member while also thriving in an independent, fast-paced, and ambiguous environment.

• Consistently demonstrates exceptional written and verbal communication skills with both clients and internal teams, featuring a clear, professional, and easy-to-understand speaking manner.

• Maintains strong attention to detail when adhering to and assisting with client support documentation, testing protocols, and release notes.

• Assists with proactive client outreach, coordination of software upgrades, and special projects as required.

• Efficiently resolves high-volume support inquiries with speed and precision, understanding the operational impact that issues can have on credit union staff and members.

• Aids in enhancing support and testing efficiency by recognizing recurring issues, proposing process improvements, and helping to sustain an accurate knowledge base and test case documentation.

⛳️ Requirements

• Associate degree in Computer Science, Information Systems, or a related discipline.

• At least two (2) years of experience in a financial institution, IT support, or a customer-facing technical position.

• Familiarity with loan processing applications is advantageous.

• Basic understanding of banking and credit union operations.

• Knowledge of general networking concepts and server configuration setups.

• General awareness of supported applications and related systems.

• Strong interpersonal and communication capabilities; able to clearly articulate technical concepts.

• Dependability and accountability are essential traits.

• Analytical mindset with the ability to systematically diagnose and resolve issues.

• Proficient in Microsoft Office Suite and basic troubleshooting tools.

• Proven track record of delivering high-quality customer service.

• Eagerness to learn and expand technical knowledge and product expertise.

🏝️ Benefits

• Competitive base salary.

• Comprehensive benefits package including medical, dental, 401(k), etc.

• Flexibility for remote work with occasional travel to client sites as necessary.