Offer summary

Qualifications:

Bachelor’s degree in Business Administration, Information Technology, or a related field, or equivalent work experience., 3+ years of experience in a product support role, preferably in the fintech industry, specializing in Online Banking., Proficiency in troubleshooting software applications and familiarity with financial systems and payment gateways., Excellent verbal and written communication skills with strong analytical and problem-solving abilities..

Key responsabilities:

Provide timely and effective technical support to customers via ticket or phone, addressing issues related to product functionality and usability.

Diagnose and resolve issues by replicating problems and collaborating with engineering teams to escalate critical issues.

Create and maintain detailed documentation, including troubleshooting guides and FAQs, to empower customers and internal teams.

Act as a customer advocate by providing feedback to product and engineering teams and suggesting product improvements.

Job description

ABOUT THE COMPANY:

At Nymbus, we’re revolutionizing banking technology. Our award-winning modern core platform and cloud-based solutions help financial institutions modernize, scale, and succeed. As part of our team, you won’t just be part of a tech revolution—you’ll be at the forefront of it, driving innovation and delivering exceptional client experiences.

ABOUT THE ROLE:

We are seeking a Product Support Analyst, to support our clients. In this role you will play a crucial part in ensuring the success and satisfaction of our clients by providing exceptional technical support for our products. You will work closely with our engineering and product teams to resolve complex issues, enhance product functionality, and improve overall user experience.

KEY RESPONSIBILITIES:

Customer Support: Provide timely and effective technical support to customers via ticket or phone. Address and resolve customer issues related to product functionality, performance, and usability for Online Banking, Bill Pay, Remote Deposit, Positive Pay and Onboarding.
Troubleshooting: Diagnose and resolve issues by replicating problems, collecting logs, and utilizing debugging tools. Collaborate with engineering teams to escalate and resolve critical issues.
Product Knowledge: Develop an in-depth understanding of our products and stay updated with new features, enhancements.
Documentation: Create and maintain detailed documentation, including troubleshooting guides, FAQs, and knowledge base articles, to empower customers and internal teams.
Customer Advocacy: Act as a customer advocate by providing feedback to product and engineering teams based on customer interactions and experiences. Suggest product improvements and new features to enhance user satisfaction.
Process Improvement: Continuously identify opportunities to improve support processes, tools, and workflows to increase efficiency and effectiveness.

REQUIREMENTS:

Education: Bachelor’s degree in Business Administration, Information Technology, or a related field, or equivalent work experience.
Experience: 3+ years of experience in a product support role, preferably in the fintech industry, specializing in Online Banking.
Technical Skills: Proficiency in troubleshooting software applications. Familiarity with financial systems, payment gateways, and related technologies is a plus.
Communication: Excellent verbal and written communication skills. Ability to explain complex technical concepts to non-technical users clearly and concisely.
Problem-Solving: Strong analytical and problem-solving skills with the ability to think critically and creatively to resolve issues.
Customer Focus: A customer-centric mindset with a passion for delivering exceptional service and support.
Team Player: Ability to work effectively in a collaborative team environment and build positive relationships with colleagues and customers.

SALARY & BENEFITS:

$65,000 - $75,000 Annual Salary
Annual Cash Bonus and Equity Options commensurate with the role level and experience
100% Fully Remote
Robust 401(k) plan with company match
Insurance - Health, Dental and Vision (Employer subsidized medical & dental coverage)
Flexible Paid Time Off

Ready to join? We invite you to watch this video and learn who we are and how we build and innovates together!

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