Role Overview
As a Support Analyst, you will manage technical inquiries from initiation to resolution using structured processes that prioritize customer satisfaction. You’ll serve clients using in-depth knowledge of financial and accounting systems, working closely with internal teams to diagnose issues and implement effective solutions.
Key Responsibilities
- Develop and maintain advanced understanding of banking, accounting, and related software products, including newly introduced features
- Respond to customer inquiries and enhancement requests received via phone, email, or web platforms
- Engage directly with clients to clarify issues, provide updates, and guide resolution steps
- Drive rapid response and resolution times while maintaining high service quality
- Work alongside product specialists, integration experts, and consulting teams to troubleshoot and resolve technical challenges
- Support customer-facing initiatives such as data processing, FAQ updates, and testing improvements to support tools
- Identify opportunities to refine support workflows and recommend actionable improvements
Qualifications
Required
- Bachelor’s degree in Finance, Economics, or equivalent practical experience
- Strong commitment to customer service with a proactive, solutions-oriented mindset
- Collaborative approach with a willingness to grow and adapt
- Superior verbal and written communication skills
Preferred
- Minimum of two years of experience in technical customer support
Compensation & Benefits
- Competitive salary and comprehensive rewards package
- Full health benefits, including a Health Savings Account (HSA) option
- Flexible Paid Time Off and bank holidays
- 401(k) plan with company matching
Work Environment
This position operates in a hybrid model, with options to work from our offices in Raleigh, NC, or Austin, TX, or remotely. While flexibility is offered, collaboration and alignment with team schedules are essential.
Our Commitment to Inclusion
We believe diverse perspectives strengthen our organization. All applicants are considered without regard to race, color, religion, sex, gender identity, age, sexual orientation, national origin, disability, or other protected characteristics. We support accessibility in hiring and encourage candidates who need accommodations to reach out for assistance.
