Customer Support Analyst

ARIVE

7h•$45,000 - $60,000•Remote

About The Position

ARIVE is a high-growth software startup that is redefining digital mortgage originations by building the industry’s first Wholesale Originations Marketplace, which connects independent loan originators, industry-leading lenders, borrowers, referral partners, credit providers, and property and settlement service providers into one seamless loan origination platform. ARIVE is seeking an intelligent, well-spoken, and ambitious Product / Customer Support Analyst to provide top tier frontline support to our customers by investigating, troubleshooting and resolving customer issues across multiple channels (email, social media, web, phone and/or chat). You will be part of our diverse team of problem solvers and play a critical role in ensuring accelerated adoption of ARIVE’s world-class originations platform. Working here means you get to do work that creates a meaningful, sustainable impact surrounded by the very best people. You will be a primary and initial support resource for ARIVE clients and users of the ARIVE software, assisting users with general use questions, troubleshooting, feature education, feature requests, and similar. This is primarily a remote position and candidates must be located in the US.

Requirements

The ideal applicant will be able to quickly learn about the complexities of the mortgage industry on the job and actively apply their newfound knowledge toward solving business and technical problems. This must also be done in a manner which builds and maintains strong positive client relationships even when under pressure.
Bachelor’s degree strongly preferred, high school diploma or equivalent combination of education and experience required.
Minimum of 2+ years of prior experience in customer support or similar roles. Experience working in the mortgage industry is required.
Self-motivation, strong analytical and problem-solving skills, attention to detail, and ability to communicate complex written and verbal information simply.
Willingness to proactively learn, practice in the software system, and independently research.
Ability to thrive in an unstructured, fast-paced environment and efficiently manage time while balancing priority and quality versus quantity moment to moment.
High level of integrity and a strong commitment to building a successful company and nurturing customer relationships.
Calm demeanor and people skills, with the ability to maintain that demeanor under stress.

Nice To Haves

Prior experience in speaking with business owners and executives, as well as relationship management experience, are a plus.
Technical background in web-based software, javascript, SQL, and related are not required, but may be beneficial.

Responsibilities

Act as an initial point of contact for most user inquiries, aiming to address as much as possible, and delegating or escalating tasks which should be addressed by other teams.
Provide top tier customer support through the available support channels, while appropriately addressing support volume and adjusting for priority of incoming instances. Channels include: Instant Support Chat Emailed Support Tickets Phone Calls Social Media Posts (such as Facebook) Screen Sharing Meetings (such as through Zoom)
Act as a subject matter expert in ARIVE's system features, seeking complete knowledge of the system and the business use-cases the system is designed to support. Maintain awareness and expertise as new system updates, marketing materials, and internal documentation are released.
Assist in maintaining internal and external knowledge base content, both written and video, such as FAQs and feature articles.
Assist in bug detection, troubleshooting, and escalation via testing and replicating reported behavior and providing competent and detailed written reports to technical team members.
Gather and relay client feedback, fully capturing and communicating relevant feedback details, such as business needs and impact.
Serve as an internal support resource as needed for items such as investigation of inquiries raised during demos or webinars.