软件支持代表（Aurora Document）
Software Support Representative (Aurora Document)
这是一个远程职位。
Embrace金融与银行集团服务北美1100家机构，包括近450家金融机构，涵盖150多家信用合作社和250多家银行，覆盖美国前50大银行以及推动区域增长的社区金融机构。CSPI是Embrace旗下一家开创性的SaaS公司。作为金融机构超过35年的值得信赖的合作伙伴，我们通过创新解决方案帮助社区银行和信用合作社实现运营卓越并提升客户体验。我们的旗舰产品Aurora Advantage提供全面的任务关键型解决方案，包括核心银行、数字和移动银行、贷款、账户开立、账单支付和托管IT服务。我们持续快速增长，并致力于帮助金融机构在日益数字化的世界中蓬勃发展。我们正在寻找一名软件支持代表加入我们的团队。在此职位中，您将通过电话、电子邮件或网络为Aurora Document软件客户提供一级支持。在适度监督下，您将利用产品知识高效解决客户问题，确保客户的系统恢复全部功能。您还将通过有效沟通、准确性和一致的服务建立牢固的客户关系。主要职责
· 为应用程序问题提供一线故障排除支持；积极倾听客户关切并提出后续问题以确定根本原因。
- 作为帮助台成员参与，使用可用工具、产品文档和内部资源研究并解决应用程序或服务问题。
- 将更复杂的问题升级至高级团队成员或开发部门，包括对问题的清晰描述。
- 前往金融机构进行安装和/或培训。
- 管理支持案例，跟进直至完成。在需要时请求同事或管理层的帮助。
- 监控收到的电子邮件和支持案例，确保及时响应和解决。
- 跟进产品更新并参与内部培训以扩展产品知识。
- 可能协助记录解决方案并参与内部知识共享。
- 可能支持与应用程序相关的基础硬件性能和容量监控。
要求
最低资格
查看英文原文
This is a remote position.
Embrace Finance & Banking Group serves 1,100 institutions across North America including nearly 450 financial institutions comprising of 150+ credit unions and 250+ banks, spanning the Top 50 U.S. banks as well as community financial institutions that power regional growth. CSPI is a pioneering SaaS company within the Embrace portfolio of companies. As a trusted partner to financial institutions for over 35 years, we have empowered community banks and credit unions with innovative solutions that drive operational excellence and enhance the customer experience. Our flagship product, Aurora Advantage, delivers a comprehensive suite of mission-critical solutions—including core banking, digital and mobile banking, lending, account opening, bill pay, and managed IT services. We continue to grow rapidly and remain dedicated to helping financial institutions thrive in an increasingly digital world. We are seeking a Software Support Representative to join our team. In this role, you will provide first-level support to customers via phone, email, or web regarding Aurora Document software. Working under moderate supervision, you will draw on your product knowledge to resolve customer issues efficiently and ensure that clients' systems are restored to full functionality. You will also help build strong client relationships through effective communication, accuracy, and consistent service. ESSENTIAL FUNCTIONS
· Provides front-line troubleshooting support for application issues; listens actively to customer concerns and asks follow-up questions to identify root causes.
- Participate as a member of the Help Desk, research and resolve 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.
- Travel to financial institutions for installations and/or training.
- 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
MINIMUM QUALIFICATIONS
· 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.
KNOWLEDGE, SKILLS, AND ABILITIES
· 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.
COMPANY EXPECTATIONS All employees are expected to:
· Complete quality work on time and with attention to detail.
- Maintain professionalism in all interactions with clients and team members.
- Collaborate effectively across departments.
- Communicate clearly and consistently.
- Perform other duties as assigned.
Benefits
- Competitive base salary.
- Comprehensive benefits package (medical, dental, 401(k), etc.).
- Remote work flexibility with travel to client sites as needed.
Originally posted on Himalayas