Application & Technical Support Specialist - Remote

Overview

As an Application & Technical Support (ATS) Specialist, you will be providing technical guidance and support to our customers for our product, Axiom. To be successful in this role, you should be highly motivated and enjoy finding creative solutions to challenging problems.

In Short

• Troubleshoot and resolve moderately complex technical issues independently.
• Effectively prioritize and manage cases according to SOP guidelines.
• Develop and implement solutions to prevent recurring issues.
• Escalate complex issues to higher-level support when necessary.
• Update and maintain customer records accurately.
• Independently develop and deliver training sessions for customers.
• Collaborate with cross-functional teams to enhance product support.
• Ensure the secure handling of PHI data in compliance with HIPAA regulations.
• Provide guidance to junior support staff.

Requirements

• 2+ years of product experience or relevant work with financial institution products.
• Proficient knowledge of Microsoft technologies (Office 365).
• Experience in technical issue resolution and escalation procedures.
• Proven experience in managing multiple projects with multiple priorities.
• Proficient with SQL scripts to perform troubleshooting.
• Experience with Financial/Decision Support applications, Axiom preferred.
• Experience with a case management tool, Salesforce preferred.
• Proficiency with Tableau or similar data visualization tools preferred.

Benefits

• Comprehensive benefits package including retirement benefits.
• Health and welfare benefits.
• Paid time off.
• Parental leave.
• Life and accident insurance.
• Other voluntary and well-being benefits.