Customer Support Specialist, Infinity

Aquila Software Group•Sparks, NV

6d•Remote

About The Position

We are excited to speak to you about this opportunity. If you are interested in joining our growing team, please apply to this link directly. Who we need Infinity Software has been part of Aquila since 2021. We build software that helps alternative lending institutions lend money to all individuals regardless of their financial history. At Infinity, we recognize that the only way for our clients to perform better is for our software to outperform the status quo, surpass the competition, and exceed expectations. Our highly customizable platform delivers functionality to manage loan products, marketing campaigns, collections, analytics, and reporting with precision and efficiency. Reporting to the Senior Manager, Customer Success, we are looking for a Customer Support Specialist. You will be the trusted point of contact for a portfolio of 20 to 40 clients across the United States and Canada. You will ensure timely, accurate, and professional support by managing inquiries, troubleshooting technical issues, and guiding users through software features. Your ability to handle multiple priorities, provide real-time assistance via phone, chat, and email, and maintain a clear and friendly communication style will be essential to creating an exceptional client experience. This is a full time, fully remote position within the United States or Canada with working hours aligned to 9am - 5pm PST. What’s in it for you Challenges. You are seeking a customer support role where no two days are the same. This is an opportunity to provide technical support and training to a diverse audience on complex and highly customizable solutions that undergo regular updates and enhancements. You want to be part of a mission-driven organization where your expertise directly helps customers extend access to small loans for individuals who need them most. Impact. At Infinity, we have built a focused, fun, and collaborative remote environment where talented individuals come together to create something meaningful. We are committed to fulfilling our mission—to give both our employees and customers the freedom to grow. With 4 billion people globally excluded from traditional financial systems, your work will have real-world impact. Professional growth. You will work alongside a manager who brings a coaching mindset to leadership; someone who wants to support you as a valued team member and unique individual. A former collegiate baseball player and current coach, he is dedicated to helping you refine your skills, play to your strengths, and advance your career, enabling you to deliver your best performance consistently. As part of Constellation Software, you will have access to continuous learning, internal mobility, and advancement opportunities within Infinity, Aquila, or another business line. As part of Constellation Software, you will have access to continuous learning, internal mobility, and advancement opportunities within Infinity, Aquila, or another business line.

Requirements

You have 2+ years of experience in technical customer support, ideally in a startup or high-growth environment.
You thrive in a fast-paced setting where your initiative, drive, and autonomy meet and exceed the needs of customers.
You take a service-oriented and solution-oriented approach to every problem, conducting thorough research, gaining valuable insights, and applying your findings to solve complex issues effectively.
You are available to work from 9:00 a.m. to 5:00 p.m. Pacific Time (PST) to provide responsive support to our clients during their business hours.
You are proficient with Microsoft Office, databases, and remote access tools.
You have a growth mindset and can quickly come up to speed on new releases and functionality, learning new tools quickly.
You are comfortable learning and adapting to new technologies, including chatbots, automated ticketing systems, and AI-enhanced help desk platforms, and you understand how these tools can streamline and enhance support workflows.
You are analytical, detail-oriented, and client-focused with strong critical thinking, problem-solving, and organizational skills.
You can identify patterns, reference prior resolutions, and build upon existing documentation.
You possess excellent verbal and written communication skills, enabling you to build relationships and earn trust with ease.
You can interact confidently with customers at any level, delivering clear information and support and translating technical guidance for non-technical audiences.
You are a collaborative team member in a virtual environment.
You are responsive, exercise sound judgment, and understand the importance of tone, timing, and clarity in every exchange.
You value inclusivity and show respect for differing perspectives.

Responsibilities

Manage incoming support requests, triage emails and calls, create tickets when needed, and resolve issues efficiently.
Address concerns from password resets to functionality questions with professionalism and accuracy.
Provide real-time assistance and follow up consistently to ensure resolution and client satisfaction.
Thoroughly researching and documenting solutions to complex issues by digging into historical data, reviewing past closed tickets, and leveraging internal team knowledge.
Collaborate closely with Developers and Business Analysts, actively engage in group communication channels to share findings, and contribute to efficient, client-focused solutions.
Actively participate in team meetings, training sessions, and webinars to ensure alignment and ongoing development.
Gather client feedback, communicate enhancement requests to Product and Development teams, and train clients on new releases.
Take part in continuous learning and knowledge sharing to drive ongoing improvement across the team.