Provides first-level remote support for Aurora Document software through phone, email, and web channels. Troubleshoots application and service issues, manages cases through resolution, documents problems, escalates complex issues, monitors support queues, and maintains product knowledge. The role may assist with hardware performance monitoring, knowledge sharing, and customer installations or training at financial institutions.
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.
- 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.
- 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.
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.
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