Application Support Representative

Embrace Software Inc

. Responds to credit union client inquiries promptly, patiently, and in a clear, friendly, and thoughtful manner .

Posted 6/11/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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.
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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

credit union core system knowledgesoftware product functionalitytroubleshootingregression testingUAT supportdocumentationissue resolutionloan processing applicationsnetworking conceptsserver setup configurations

Soft Skills

communication skillsinterpersonal skillsattention to detailanalytical thinkingdependabilityaccountabilityteamworkautonomycustomer serviceproblem-solving

Certifications

Associate degree in Computer ScienceAssociate degree in Information Systems