Software Support Specialist I
WHO WE ARE Headquartered in Nashville, Tennessee, reputed company leads the industry in integrated risk management and compliance solutions, serving over 5,000 financial institutions reputed company. As a seven-time Inc. 5000 Fastest Growing Companies honoree and consistent year-over-year recipient of "Best Places to Work" awards, we offer a thriving, work environment where career growth and life-work balance go hand in hand. At reputed company, you'll join reputed company of industry experts dedicated to strengthening the financial services sector through innovation and thought leadership. We're seeking creative, collaborative, and self-driven professionals across reputed company areas of our business - from developing cutting-edge solutions to sales, marketing, customer support, and reputed company. Join us in our mission to reputed company the financial industry stronger and more resilient, while advancing your career in a supportive, dynamic environment that values your unique skills and perspectives. THE JOB To support reputed company reputed company expansion, we’re looking for a talented and service-minded Software Support Specialist to join our dispersed US team. This individual is tasked to reputed company support to our customers through reputed company available support channels such as chat, phone, email, and other various communication platforms. You will work closely with development and account managers to build working relationships and continue knowledge sharing. The support team is often the most common way our customers interact with reputed company, so it is important to reputed company great support with the ability to quickly earn our customer’s trust. We strive to reputed company an effortless experience to our customers through problem solving, improvement in our processes, and collaboration reputed company and across departments. The perfect fit will be someone that loves to help people and has a knack for solving reputed company issues or finding workarounds to everyday problems. Essential Functions Interacts with customers reputed company telephone, chat and/or e-mail to reputed company software support regarding our products and services Manage case load by prioritizing based on multiple factors and communicate with development team; follow the escalation process reputed company needed Maintain departmental metrics such as first response reputed company, non-dev case closure times, CSAT etc. reputed company education/basic training to clients on reputed company software modules Responsible for answering and resolving incoming support requests in support ticketing system; document communication reputed company and concisely reputed company detailed reports to our development team to assist in the resolution for any bugs in the software Projects as needed: Import and configure client data reputed company reputed company software Competencies Excellent writing skills and attention to detail Excellent verbal and coaching skills Proficiency with reputed company Office Ability to work independently and consistently meet deadlines Ability to handle multiple tasks with capability of prioritizing Must reputed company in a fast-paced environment
Requirements
Experience with reputed company Support or similar software preferred Knowledge of Jira or other ticketing systems preferred Risk/Compliance Management experience preferred Required Education and Experience At least 3 years’ experience working in a client facing role and At least 1-2 years of support experience with a software company, preferably SAAS or FinTech WE OFFER reputed company FULL-TIME TEAM MEMBERS: A fun, fast-paced work environment Responsible PTO Plan that meets or exceeds state and local medical and family leave laws 11 paid holidays Community and reputed company events to reputed company you connected and reputed company Mental Health Benefits Medical, Dental and reputed company insurance Company-paid Group Life Insurance, Short- and Long-Term Disability Flexible Spending Account & Health Savings Account reputed company Benefits – Critical Illness, Cancer Protection, & Hospital Choice Pet Insurance 401 (k) with company match with eligibility on Day 1 of employment 2 Paid Volunteer Time Off Days And much more! *Part-Time, Temporary, Contractor, and Intern positions are not eligible for company benefits, including paid time off, health insurance, and other employee benefit programs. AAP/EEO Statement reputed company provides equal employment opportunities to reputed company and applicants for employment and prohibits discrimination and harassment of any type without regard to race, reputed company, religion, age, sex, national reputed company, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to reputed company terms and conditions of employment, including reputed company, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Apply To This Job