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    Product Support Engineer - Chicago, United States - Beyond Finance

    Beyond Finance
    Beyond Finance Chicago, United States

    2 weeks ago

    Default job background
    Full time
    Description


    At Beyond Finance, we've made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, a culture focused on compliance and ethics, supportive user-centric technology, and customized financial solutions, we've helped over 300,000 clients on their path to a brighter future.

    While we're proud of what we've already accomplished, we're searching for new collaborators to help us get to the next level If you're looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.


    About the Role

    We are seeking a Product Support Engineer to support Beyond Finance's ambitious growth. You will investigate issues facing our operations users in various applications while working in a semi-autonomous and fast-paced environment. You will utilize your skills in end user support, software troubleshooting, and SQL to efficiently solve a large number of issues each day.

    What You'll Do

    • Handle Tier II support for Operations users of CRM tools and some dependent systems.
    • Act as an escalation point to our Tier I support team.
    • Investigate, diagnose and debug production issues coming from agents and escalations.
    • Reproduce and customer issues by using existing tools.
    • Collaborate with other technology teams across the organization to investigate escalated issues.
    • Escalate trends, bugs, and other system errors to Tier III support and product teams.
    • Contribute to product documentation, knowledge transfer, customer knowledge base, and best practices guides.
    • Assist with critical escalations in technically challenging situations in collaboration with support teams.

    What We Look For

    • 2+ years in a technical support, system administration, SRE, or similar role.
    • Familiarity with troubleshooting and replicating software problems.
    • Experience collaborating with various tiers of support.
    • Ability to quickly learn new tools.
    • Well-organized, excellent work ethic, pays attention to detail, and self-starting.
    • Ability to independently track project progress and identify process gaps.
    • Excellent written and verbal communication skills.
    • Experience with SQL.
    • Experience with frontline support of operations users and third-party applications.
    • Experience with a major platform for ticketing and support (FreshService, Zendesk, Zoho, ServiceNow, etc.).
    • Demonstrable clarity of thought and the ability to independently navigate ambiguous situations to achieve results.
    • Proven ability to work successfully with limited supervision and prioritize tasks for various stakeholders.

    Why Join Us?

    While you make a difference for others, we'll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:

    • Considerable employer contributions for health, dental, and vision programs
    • Generous PTO, paid holidays, and paid parental leave
    • 401(k) matching program
    • Merit advancement opportunities
    • Career development & training

    And finally, our team spirit and culture We cultivate an environment of community, connection, and belonging across our entire organization.

    Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions. No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance HR team. No placement fee will be paid to any third party unless such a request has been made by the Beyond HR team.

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