Digital Complementary Support - Technical Support III

TL;DR

Technical Support III (Digital Banking): Providing ongoing care and support for customers post-implementation through managing and resolving incoming support requests with an accent on triaging issues, troubleshooting, and coordinating resolutions. Focus on acting as customer advocate, ensuring timely follow-through, and maintaining long-term satisfaction in a digital banking platform environment.

Remote within the United States, with the exception of California. All positions may require an onsite interview or in-person onboarding to verify identity. Must work 9:30am-6:30pm CST schedule with on-call rotation 1 week every 2 months.

Company

Technology company delivering cutting-edge digital banking and payments solutions for community banks and credit unions.

What you will do

• Provide level one troubleshooting by assessing customer issues, asking detailed questions, and resolving or escalating appropriately.
• Research problems to build product knowledge and stay current on changes/upgrades.
• Resolve application/service issues, answer general questions, and use support tools to recreate and fix problems.
• Monitor cases/emails per Service Level Standards and coordinate with internal teams for resolutions.
• Participate in training, assist new employees, and manage hardware capacity if needed.

Requirements

• Minimum 4 years of onsite/phone customer support experience in banking or digital banking environments.
• Ability to work 9:30am-6:30pm CST with on-call rotation 1 week every 2 months.

Nice to have

• Bachelor’s Degree.
• Experience in Software Implementation.
• Experience with SilverLake, CIF 20/20, or hirify.global products.

Culture & Benefits

• Comprehensive benefits supporting physical, mental, and financial health.
• Culture of "Do the right thing, do whatever it takes, and have fun" with emphasis on collaboration, inclusion, and sustainability.
• Opportunities for continuous learning, growth, and cross-functional exposure.
• Commitment to equal opportunity and community impact.