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.

• Provides front-line troubleshooting support for application issues; listens actively to customer concerns and asks follow-up questions to identify root causes.
  
• Researches and resolves 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.
  
• 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.