Client Support Desk Analyst

About defi SOLUTIONS:

defi SOLUTIONS partners with captives, banks, credit unions, and finance companies of all types and sizes to allow lenders to focus and transform their operations. The company's comprehensive suite of originations, servicing, and analytics solutions together with technology-enabled services creates a flexible, configurable, and scalable platform that addresses lenders and borrowers' ever-evolving needs.

About the Role:

In this position, you will work in a fast-paced environment and interface directly with system administrators and key business decision makers. You will be the "Face of defi SOLUTIONS" in supporting and providing analysis to our clients, who include some of the largest lenders in the United States. In this challenging, hands-on role, you will help defi deliver the next generation lending experience for our clients through collaboration, resolving issues, answering questions, and gathering feedback. This is a Level 2 Technical Support role supporting defi's Auto Loan Originations and Servicing Products.

By working directly with clients and internal stakeholders, you can help shape software requirements, build relationships, and directly contribute to the business goals. Your contributions correlate to recognition and growth opportunities within the organization.

The Client Service Desk is the hub of the organization as we interact with multiple departments and levels within the organization. This position provides exposure to new software and the ability to work with and influence others.

Essential Job Responsibilities:

• Review client configurations and business processes to address challenges and satisfy business needs.
• Analyze, troubleshoot, and resolve complex application issues.
• Triage cases to isolate issues and determine priority and resolution path.
• Identify opportunities to enhance client product experiences.
• Effectively interact and communicate with internal stakeholders to deliver on client expectations.
• Advocate for clients by escalating urgent requests and efficiently prioritizing cases.
• Determine resolution or alternatives, develop and implement solutions, or engage appropriate resources.
• Identify roadblocks and drive progress to resolution.
• Efficiently manage assigned cases and prioritize workload to meet Internal and client SLAs.
• Perform other duties as required.

Required Qualifications:

• Minimum of two (2) years' experience in lending, financial services, technology, and/or SaaS companies
• Experience working in high volume case or ticketing queues.
• Basic SQL query abilities/experience
• Excellent critical thinker; demonstrating strong problem-solving skills.
• Analytical and process oriented.
• Detailed and thorough.
• Excellent oral and written communication skills.
• Demonstrates accountability and personal ownership.
• Self-starter with a passion for client satisfaction

Preferred Qualifications:

• ServiceNow experience preferred.

Affirmative Action/EEO statement:

defi SOLUTIONS is an Equal Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.