Software Support Representative – Aurora Document

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

📋 Description

• Deliver first-level support to customers through phone, email, or web channels regarding Aurora Document software.

• Offer front-line troubleshooting assistance for application-related issues and determine root causes.

• Engage as a member of the Help Desk, researching and resolving application or service issues utilizing available tools, product documentation, and internal resources.

• Escalate complex issues to senior team members or development while providing clear documentation of the problems.

• Travel to financial institutions for installation and/or training purposes.

• Oversee support cases until resolution, seeking assistance from peers or management as necessary.

• Monitor incoming emails and support cases to guarantee timely responses and resolutions.

• Stay updated with product enhancements and participate in internal training for product knowledge expansion.

• Assist in documenting solutions and contribute to the sharing of internal knowledge.

• Provide support for basic hardware performance and capacity monitoring associated with applications.

• Cultivate strong client relationships through effective communication, accuracy, and reliable service.

⛳️ Requirements

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

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

• An equivalent combination of education and experience may be considered.

• Familiarity with loan processing applications is advantageous.

• Basic understanding of banking and credit union operations.

• Knowledge of general networking concepts and server setup configurations.

• General awareness of supported applications and related systems.

• Strong interpersonal and communication skills; capable of explaining technical concepts in a clear manner.

• Traits of dependability and accountability are essential.

• Analytical thinker with the capacity to diagnose and resolve issues methodically.

• Proficient in Microsoft Office Suite and basic troubleshooting tools.

• Proven ability to deliver high-quality customer service.

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

• Ensure quality work is completed on time and with attention to detail.

• Maintain professionalism in all interactions with clients and team members.

• Collaborate effectively across various departments.

• Communicate clearly and consistently.

• Perform additional duties as assigned.

🏝️ Benefits

• Competitive base salary.

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

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