Client Support Desk Analyst
About The Position
The Client Support Desk Analyst is a Level 2 Technical Application Support role supporting defi SOLUTIONS’ auto loan origination and servicing products. The analyst works directly with clients, including system administrators and business decision makers at large lenders, in a fast-paced environment. The role focuses on troubleshooting business applications, analyzing data, resolving issues, answering questions, and gathering client feedback—not desktop support, hardware repair, password resets, or general IT infrastructure support. The Client Service Desk is a central hub connecting multiple departments and organizational levels. The position provides exposure to software and opportunities to collaborate with and influence others. Through client advocacy and collaboration with internal stakeholders, the analyst helps shape software requirements and contribute to client and business goals. Contributions may lead to recognition and growth opportunities.
Requirements
- Three to five years of experience in lending, financial services, technology, and/or SaaS companies.
- Experience working in high-volume case or ticketing queues.
- Basic SQL query abilities or experience.
- Strong critical thinking and problem-solving skills.
- Analytical and process-oriented approach.
- Detailed and thorough work style.
- Excellent oral and written communication skills.
- Accountability and personal ownership.
- Self-starter with a passion for client satisfaction.
Nice To Haves
- ServiceNow experience.
- Loan servicing experience.
- Accounting experience.
Responsibilities
- Review client configurations and business processes to address challenges and satisfy business needs.
- Analyze, troubleshoot, and resolve complex application issues.
- Triage cases to isolate issues and determine priority and resolution path.
- Identify opportunities to enhance client product experiences.
- Communicate effectively with internal stakeholders to deliver on client expectations.
- Advocate for clients by escalating urgent requests and prioritizing cases efficiently.
- Determine resolutions or alternatives, develop and implement solutions, or engage appropriate resources.
- Identify roadblocks and drive progress toward resolution.
- Manage assigned cases and prioritize workload to meet internal and client SLAs.
- Support software QA testing and validation.
- Perform other duties as required.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
