Provides first-level technical support for core banking software through phone, email, and chat. Troubleshoots and resolves client issues, researches defects, documents resolutions, and supports regression testing, UAT, bug validation, and software releases. The role also coordinates upgrades, maintains support documentation and knowledge-base content, identifies recurring issues, and suggests process improvements while delivering accurate, high-quality service to credit union clients.
This is a remote position.
Embrace Finance & Banking Group serves 1,100 institutions across North America including nearly 450 financial institutions comprising of 150+ credit unions and 250+ banks, spanning the Top 50 U.S. banks as well as community financial institutions that power regional growth.
CSPI is a pioneering SaaS company within the Embrace portfolio of companies. As a trusted partner to financial institutions for over 35 years, we have empowered community banks and credit unions with innovative solutions that drive operational excellence and enhance the customer experience. Our flagship product, Aurora Advantage, delivers a comprehensive suite of mission-critical solutions—including core banking, digital and mobile banking, lending, account opening, bill pay, and managed IT services.
We continue to grow rapidly and remain dedicated to helping financial institutions thrive in an increasingly digital world. We are seeking an Application Support Representative to join our team. Under moderate supervision, this role provides first-level support to customers via phone, email, and web regarding core financial software.
You will use working product knowledge to troubleshoot and resolve customer issues efficiently, ensuring clients’ systems are restored to full functionality. Success in this role requires strong communication skills, attention to detail, and a commitment to accuracy and consistent service. By delivering timely, effective support, you will help build strong, lasting client relationships and contribute to an exceptional customer experience.
Key Responsibilities:
- Responds to credit union client inquiries promptly, patiently, and in a clear, friendly, and thoughtful manner
- Handles inbound support across multiple channels, including phone, email, and chat, including real-time client interactions
- Demonstrates proficiency in credit union core system knowledge, software product functionality, and common platform issues
- Uses product knowledge and critical thinking skills to research, reproduce, and troubleshoot client-reported software issues effectively
- Comfortable working with multiple web-based applications to enter, pull, and assess member and account data, as well as communicate with clients via voicemail, email, online chat, or in-person
- Participates in software testing efforts, including regression testing, UAT support, and validation of bug fixes and new feature releases
- Documents and tracks defects, test results, and issue resolutions clearly within ticketing and test management systems
- Demonstrated ability to work as an effective team member and comfortable working autonomously in an ambiguous, fast-paced environment
- Consistently exhibits excellent written and verbal communication skills with clients and internal team members, including a clear, professional, and easy-to-understand speaking voice
- Maintains excellent attention to detail when following and helping to maintain client support documentation, testing procedures, and release notes
- Assists with outbound client outreach, software upgrade coordination, and special projects as needed
- Resolves high-volume support requests with speed and accuracy, with an understanding of the operational impact issues may have on credit union staff and members
- Contributes to improving support and testing efficiency by identifying recurring issues, suggesting process improvements, and helping maintain accurate knowledge base and test case content
Requirements
- Associate degree in Computer Science, Information Systems, or related field.
- Minimum of two (2) years of experience in a financial institution, IT support, or a customer-facing technical role.
- Equivalent combination of education and experience may be considered.
- Knowledge of loan processing applications is helpful.
Knowledge, Skills, and Abilities:
- Foundational understanding of banking and credit union operations.
- Understanding of general networking concepts and server setup configurations.
- General knowledge of supported applications and awareness of related systems.
- Strong interpersonal and communication skills; able to explain technical concepts clearly.
- Dependability and accountability traits are vital.
- Analytical thinker with the ability to diagnose and resolve issues methodically.
- Proficient in Microsoft Office Suite and basic troubleshooting tools.
- Demonstrated ability to provide high-quality customer service.
- Willingness to learn and grow in technical knowledge and product expertise.
Benefits
- Competitive base salary.
- Comprehensive benefits package (medical, dental, 401(k), etc.).
- Remote work flexibility with travel to client sites as needed.
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