Support Analyst

Job description

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. The Product 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 person will report to the Senior Manager of Technical Support. This position will be located at our office in Raleigh, NC, Austin, TX, or remote. What You'll Do: - 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 leve...