Software Support Representative
Embrace Software Inc
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Provides front-line troubleshooting support for application issues; listens actively to customer concerns and asks follow-up questions to identify root causes.
- Participate as a member of the Help Desk, research and resolve application or service issues using available tools, product documentation, and internal resources.
- Escalates more complex issues to senior team members or development, including clear documentation of the problem.
- Travel to financial institutions for installations and/or training.
- Manage support cases, following through with them to completion.
- Requesting assistance from peers or management when needed.
- Monitors incoming emails and support cases to ensure timely response and resolution.
- Stays current with product updates and participates in internal training to expand product knowledge.
- May assist with documenting solutions and contributing to internal knowledge sharing.
- May support basic hardware performance and capacity monitoring related to applications.
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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingapplication supportloan processing applicationsnetworking conceptsserver setup configurationsbasic hardware performance monitoringcapacity monitoringcustomer serviceanalytical thinkingproblem diagnosis
Soft Skills
interpersonal skillscommunication skillsdependabilityaccountabilitymethodical issue resolutionactive listeningteam collaborationwillingness to learnknowledge sharingcustomer-facing skills
Certifications
Associate degree in Computer ScienceAssociate degree in Information Systems