Technical Support Representative (Fintech)

TL;DR

Technical Support Representative (Fintech): Providing level one product support for financial institutions using telephone and remote tools with an accent on troubleshooting and customer relationship management. Focus on resolving application issues, managing support cases within SLS, and escalating complex problems to higher levels.

Location: Remote, but must live within approximately a 70-mile radius of office locations in Allen, TX; Lenexa, KS; Springfield, MO; Monett, MO; Louisville, KY; Birmingham, AL; or Troy, MI. Onsite interview or in-person onboarding may be required.

Company

A technology company providing cutting-edge digital banking and payment solutions for community banks and credit unions.

What you will do

• Perform level one troubleshooting to accurately assess and resolve customer product issues.
• Research customer problems to increase product knowledge and provide high-level support.
• Identify and resolve application and service issues while answering general application questions.
• Escalate complex issues to higher-level personnel with precise documentation.
• Monitor and resolve incoming cases in accordance with Service Level Standards (SLS).
• Participate in continuous training programs to improve product and service skills.

Requirements

• Minimum of 18 months of experience in a technical support or customer support role.
• Ability to work an 8-hour shift from 8 AM CT to 5 PM CT.
• Must reside within 70 miles of specified US office locations.

Nice to have

• General knowledge of the financial industry, specifically banks and credit unions.
• Familiarity with supported products and other core banking solutions.
• Experience using support tools to identify or recreate customer issues.
• Strong communication and customer interaction skills aligned with corporate standards.

Culture & Benefits

• Comprehensive benefits package supporting physical, mental, and financial health.
• Culture based on the motto: "Do the right thing, do whatever it takes, and have fun."
• Environment focused on inclusion, sustainability, and community impact.
• Commitment to technology modernization and professional growth.