Technical Support Analyst

Abrigo•Raleigh, NC

21h•Remote

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. As a Technical Support Analyst, you will be on the front-line resolving incoming technical customer support requests. You will work closely with the senior support team to address technical issues and improve product usability. The Technical 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. You will be an asset to the brand and must represent the company in a professional and courteous manner. This role will report to the Manager, Technical Support. Applicants may work remotely or be office-based in Raleigh, NC, or Austin, TX.

Requirements

Strong customer service, written and verbal communication, organizational and interpersonal skills
Basic understanding of software and environmental troubleshooting methodologies
Self-motivated, team-oriented, and adaptable with the ability to work independently or in groups
Ability to navigate Windows Operating Systems and perform basic troubleshooting, including basic performance analysis: Disk, Memory, CPU, Database
Ability to read, understand, troubleshoot SQL scripts
Solid understanding of Windows Server environments, permissions, network communication, product integration issues and data migration/conversion issues
Ability to thrive in a fast-paced environment with a high level of ownership of individual tasks
A team player attitude and willingness to learn
Excellent communication both written and verbal

Responsibilities

Resolve support requests and customer issues 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 a cross functional team (including product, engineering, R&D, Customer Success) to troubleshoot customer issues and drive resolution
Successfully manage a variety of individually assigned issues with varying complexity while maintaining consistent communication on progress and resolution
Work with internal resources to become a subject matter expert in Abrigo Products with a firm understanding of Banking Secrecy Act processes and how they relate