Support Analyst

Abrigo•Raleigh, NC

10d•Hybrid

About The Position

We provide technology that community financial institutions use to manage risk and drive growth. Our solutions automate key processes – from anti-money laundering to fraud detection to CECL readiness to lending workflows – empowering our customers by addressing their Enterprise Risk Management needs. The Support Analyst will be accountable for driving the resolution of product issues from start to finish, through a documented process, and ensuring the highest level of customer satisfaction. The Product Support Analyst will be an asset to the brand and must represent the company in a professional and courteous manner. This person will report to the Manager, Support. This position will be located at our office in Raleigh, NC, Austin, TX, or remote.

Requirements

Bachelor’s degree in Finance, Economics or equivalent years of experience
2+ years technical customer service experience preferred
High energy, can-do attitude, with commitment to excellent customer service
A team player attitude and willingness to learn
Excellent communication

Responsibilities

Maintain expert domain knowledge in bank and accounting products, as well as any new products
Resolve support requests and enhancements that come in through any of our support channels such as email, web or phone
Call and communicate with customers about support requests and enhancements
Ensure a fast time to contact and time to resolution on all support issues, as well as the highest level of customer satisfaction
Collaborate and communicate with support team members (including product, integration and consultants) to troubleshoot customer issues
Assist in related customer projects, such as financial data entry, maintaining and updating the website customer FAQs, and testing customer support enhancements to the website
Provide critical feedback and recommendations for process improvement