Origence

Application Product Support Analyst I

Origence

full-time

Posted on:

Location Type: Office

Location: Irvine • California • United States

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Salary

💰 $21 - $27 per hour

Job Level

Junior

About the role

  • Develop and maintain technical and operational expertise for CU Direct products and systems
  • Demonstrate a strong aptitude for problem-solving and the ability to resolve issues while retaining a strong customer service focus
  • Provide high-quality technical support and customer service via telephone and/or electronically to CU Direct clients for all product applications
  • Provide resolution/workaround or escalation for application product issues, as applicable
  • Demonstrate strong interpersonal skills with good verbal and written communication to clearly and concisely communicate appropriate level of instruction to staff, clients and/or third-party vendors who may have limited technical knowledge
  • Maintain comprehensive case documentation in ticketing systems and ensure understanding of case process and follow the guidelines as outlined by management
  • Coordinate communications between staff, clients and/or third-party vendors to gather details and identify the scope of reported issues
  • Ensure proper communication to the client is made in a timely manner and keep track of high-profile client issues and provide alerts to team leadership
  • Understand client expectations, show empathy and urgency and escalate issues appropriately
  • Look for opportunities to contribute outside area of primary responsibility to support the organization, team and client experience
  • Maintain security and integrity controls of all confidential client data and account information

Requirements

  • High School diploma or equivalent experience
  • Some college work in an IT field is a plus
  • Specialized seminars and/or training in indirect lending, credit bureau functions or other financial-related subjects is a plus
  • Familiarity with PC operating systems and usage, internet web browsers, etc.
  • Working knowledge of remote access tools and web browsers such as MS Teams, GoToAssist, Chrome and Firefox
  • A minimum of one (1) year technical support experience
  • Familiarity with the general foundation of indirect lending; background in underwriting is a plus
Benefits
  • Flexible Working Environment
  • Paid Time Off
  • 401k (8% match)
  • College Tuition Benefits/ Tuition Reimbursement
  • Good Benefits options
  • Company Culture! Cultural and Holiday celebrations, Theme days like Star Wars Day & Bring your Kids to Work Day, Monthly Townhalls and Quarterly Company Meetings that ensure awareness, inclusion, and transparency.
Applicant Tracking System Keywords

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

Hard Skills & Tools
technical supportproblem-solvingcase documentationapplication product issuesindirect lendingcredit bureau functionsunderwriting
Soft Skills
customer serviceinterpersonal skillsverbal communicationwritten communicationempathyurgency