Application Support Representative

This is a remote position.

We continue to grow rapidly and remain dedicated to helping financial institutions thrive in an increasingly digital world. We are seeking an Application Support Representative to join our team. Under moderate supervision, this role provides first-level support to customers via phone, email, and web regarding core financial software.

You will use working product knowledge to troubleshoot and resolve customer issues efficiently, ensuring clients’ systems are restored to full functionality. Success in this role requires strong communication skills, attention to detail, and a commitment to accuracy and consistent service. By delivering timely, effective support, you will help build strong, lasting client relationships and contribute to an exceptional customer experience.

• Responds to credit union client inquiries promptly, patiently, and in a clear, friendly, and thoughtful manner
• Handles inbound support across multiple channels, including phone, email, and chat, including real-time client interactions
• Demonstrates proficiency in credit union core system knowledge, software product functionality, and common platform issues
• Uses product knowledge and critical thinking skills to research, reproduce, and troubleshoot client-reported software issues effectively
• Comfortable working with multiple web-based applications to enter, pull, and assess member and account data, as well as communicate with clients via voicemail, email, online chat, or in-person
• Participates in software testing efforts, including regression testing, UAT support, and validation of bug fixes and new feature releases
• Documents and tracks defects, test results, and issue resolutions clearly within ticketing and test management systems
• Demonstrated ability to work as an effective team member and comfortable working autonomously in an ambiguous, fast-paced environment
• Consistently exhibits excellent written and verbal communication skills with clients and internal team members, including a clear, professional, and easy-to-understand speaking voice
• Maintains excellent attention to detail when following and helping to maintain client support documentation, testing procedures, and release notes
• Assists with outbound client outreach, software upgrade coordination, and special projects as needed
• Resolves high-volume support requests with speed and accuracy, with an understanding of the operational impact issues may have on credit union staff and members
• Contributes to improving support and testing efficiency by identifying recurring issues, suggesting process improvements, and helping maintain accurate knowledge base and test case content

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 traits are vital.
• Analytical thinker with the ability to diagnose and resolve issues methodically.
• Proficient 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.

Benefits

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