Senior Software Support Engineer
Job Description
At Beyond Finance, we’ve made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, supportive user-centric technology, and customized financial solutions, we’ve helped over 300,000 clients on their path to a debt-free life.
While we’re proud of what we’ve already accomplished (over $2 billion in resolved debt), we're searching for new collaborators to help us get to the next level! If you’re looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.
About the Role
We are seeking a Software Support Engineer to support Beyond Finance’s ambitious growth. You will provide strategic, innovative, and cost-effective support solutions to increase efficiency, reliability, and integration of our services and operations. You will work in a semi-autonomous and fast-paced environment.
Beyond Finance is a Chicago based company and is looking for candidates in the Chicagoland area.Â
What You'll Do
The Software Support Engineer will helpÂ
- Handle support for Operations users of CRM tools and dependent systems.
- Investigate, diagnose and debug production issues.
- Manage, troubleshoot and provide solutions for a wide range of technical issues.
- Escalate trends, bugs and other system errors to Tier II, Product and Engineering teams.
- Build and maintain document library, knowledge base articles.
- Provide internal training and address knowledge gaps.
- Perform incident management and high level monitoring.
- Facilitate onboarding of new hires in various departments via in person/remote training sessions.
- Oversee and maintain key Production SLA metrics such as response and resolution time.
What We Look For
- Experience with a CRM Platform such as Salesforce.
- Excellent customer service skills with the ability to work quickly and effectively.
- Experience with Call Center technologies & basic home Network troubleshooting.
- Some experience with SQL, ability to write simple queries.
- Experience with frontline support of Operations users and third-party applications.
- Experience with a major platform for ticketing and support (FreshService, Zendesk, Zoho, ServiceNow, etc.)
- Ability to troubleshoot in unfamiliar territory, provide technical support, and maintain third-party commercial SaaS applications.
- Excellent written and verbal communications skills.
- Proven ability to work successfully with limited supervision.
Why Join Us?
While you make a difference for others, we’ll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:
- Considerable employer contributions for health, dental, and vision programs
- Generous PTO, paid holidays, and paid parental leave
- 401(k) matching program
- Merit advancement opportunities
- Career development & training
And finally, our team spirit and culture! We cultivate an environment of community, connection, and belonging across our entire organization.
Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions. No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance HR team. No placement fee will be paid to any third party unless such a request has been made by the Beyond HR team.
Date Posted
10/25/2023
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4
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