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Software Technical Support Representative

FINBOA
Full-time
On-site
Houston, Texas, United States


Benefits:


  • 401(k)

  • 401(k) matching

  • Competitive salary

  • Dental insurance

  • Health insurance

  • Opportunity for advancement

  • Paid time off

  • Vision insurance




Company Description
FINBOA is a leading innovator in digital process automation and regulatory compliance for banking institutions. With an end-to-end cloud-based automation platform and a portfolio of quick to implement, easy-to-use, cost-effective, and proven workflow solutions, FINBOA helps banks and credit unions transform the back-office to optimize operational efficiency, compliance accuracy, and customer experience, while reducing costs and reputation risk.

Position Overview:
We are currently seeking a motivated and customer-focused individual to join our team as a Product Support Representative. The Product Support Representative will play a crucial role in ensuring the satisfaction and success of our clients by providing exceptional support and assistance. This role offers an exciting opportunity to work in a dynamic and fast-paced environment while gaining valuable experience in the financial technology industry.

Role Description
This is a full-time on-site role for a Product Support Representative located in Houston, TX. The Product Support Representative will be responsible for providing customer support and technical troubleshooting to ensure customer satisfaction. The role will require strong analytical skills and the ability to identify and resolve technical issues.

Key Responsibilities:

  • Serve as the primary point of contact for client inquiries and technical support issues via phone and email.

  • Provide prompt and courteous assistance to clients, addressing their questions, concerns, and technical issues effectively and efficiently.

  • Troubleshoot software-related problems and escalate complex issues to the appropriate internal teams for resolution.

  • Collaborate with other departments, including Implementation, Account Management, Development, and Product, to ensure timely resolution of client issues and deliver high-quality support.

  • Document client interactions, issues, and resolutions in our ticketing system to maintain accurate records and track client support history.

  • Assist in the development and maintenance of support documentation, training materials, and knowledge base articles to empower clients and improve self-service options.

Qualifications

  • Previous experience in customer support, technical support, or a related field is desirable.

  • Strong communication skills, both verbal and written, with the ability to effectively convey technical information to non-technical users.

  • Excellent problem-solving abilities and attention to detail.

  • Ability to prioritize and manage multiple tasks in a fast-paced environment.

  • Experience with Zendesk, Google Tools (Gmail, Docs, etc.) is strongly preferred.

  • Experience with SQL is preferred.

  • Experience in the banking or financial industry is preferred.

  • Bachelor's degree in a related field is preferred.

  • Familiarity with financial services industry regulations and compliance requirements is a plus.

FINBOA is an equal opportunity employer and is committed to diversity and inclusion in the workplace. We celebrate the unique perspectives and talents of our team members and believe that diversity drives innovation and success.







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