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 Originations and Servicing products. The analyst works directly with client system administrators and business decision makers, as well as internal stakeholders, to investigate and resolve application issues, answer questions, gather feedback, and help deliver a strong client experience. This is not an IT help desk role and does not focus on desktop support, hardware repair, password resets, or general IT infrastructure support. The role involves reviewing client configurations and business processes, managing and prioritizing cases against internal and client SLAs, and coordinating with appropriate resources to resolve issues. The analyst also supports software QA testing and validation and identifies opportunities to improve clients’ product experiences. The position offers exposure to new software and collaboration across multiple departments, with opportunities to contribute to software requirements and business goals.
Requirements
- At least 3–5 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.
- Attention to detail and thoroughness.
- 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 meet 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 and collaborate effectively with internal stakeholders to meet 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
Education Level
No Education Listed
