[Remote] Support Analyst
Note: The job is a remote job and is open to candidates in USA. Abrigo provides technology that community financial institutions use to manage risk and drive growth. The Support Analyst will be responsible for resolving product issues and ensuring customer satisfaction while maintaining expert knowledge of bank and accounting products.
Responsibilities
- Maintain expert domain knowledge in bank and accounting products, as well as any new products
- Resolve support requests and enhancements that come in through any of our support channels such as email, web or phone
- Call and communicate with customers about support requests and enhancements
- Ensure a fast time to contact and time to resolution on all support issues, as well as the highest level of customer satisfaction
- Collaborate and communicate with support team members (including product, integration and consultants) to troubleshoot customer issues
- Assist in related customer projects, such as financial data entry, maintaining and updating the website customer FAQs, and testing customer support enhancements to the website
- Provide critical feedback and recommendations for process improvement
Skills
- Bachelor's degree in Finance, Economics or equivalent years of experience
- High energy, can-do attitude, with commitment to excellent customer service
- A team player attitude and willingness to learn
- Excellent communication
- Occasional travel required for team events to support engagement, relationship-building, and key decision-making
- 2+ years technical customer service experience preferred
Benefits
- Full health benefits with an HSA option
- Flexible PTO and bank holidays
- 401(k) plan and company match
- Market competitive total rewards package
Company Overview