Application Support Technician

Spring EQ; Philadelphia (Philadelphia County); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

401k Company Match

Annual Charitable Matching Gift

Company Holidays

Credit Union Membership

Dependent Care Plan

Disability Insurance

Employee Assistance Program

Life Insurance

Medical Insurance

Paid Time Off Plan

Vision Insurance

Weekly Non-Management Dinner Benefit

Job summary

Spring EQ is seeking a Level 1 Application Support Technician to join its technology team on a hybrid schedule. The role focuses on initial response, troubleshooting, and ensuring smooth operation of lending applications in a fast-paced environment.

The candidate will support Evo, Emma, and Blue Sage, document actions in Jira, and escalate complex issues per process. 3 days/week in our Philadelphia office with a customer-focused, white-glove approach.

Qualifications

• Familiarity with application support processes and best practices.
• Strong analytical and problem-solving skills.
• Ability to communicate clearly and effectively.
• Time management and organization skills are crucial.

Responsibilities

• Provide first line support for Spring EQ's lending software applications such as Evo, Emma, Blue Sage.
• Troubleshoot and resolve application issues reported by users, escalating as needed.
• Assist and collaborate on application performance and ensure efficient functionality.
• Communicate with users to understand and resolve issues in a timely manner.
• Document all support activities and solutions in the Jira system.
• Escalate complex issues to second line support or development teams.
• Collaborate with second line and development teams to resolve bugs as needed.
• Participate in regular Service Desk meetings and provide issue status updates.
• Exhibit white glove support values in daily interactions with end users.

Skills

App support process

Analytical thinking

Clear communication

Time management

Composure under pressure

Self-motivated learner

Education

High school diploma or equivalent

Tools

Evo

Emma

Blue Sage

Job description

Spring EQ is a national home equity lender providing flexible and tailored financing solutions directly to consumers with a national network of experienced brokers and partners. Since its founding in 2016, Spring EQ is among the fastest growing and highest-rated home equity financing partners in the United States. Spring EQ offers a broad range of home equity products and delivers a simple and streamlined process that results in faster funding, trustworthy loans, and less frustration for consumers today. To learn more about Spring EQ, visit www.springeq.com.

At Spring EQ, it is our mission to empower homeowners and buyers to achieve and maximize the value of homeownership in a simple, fast, and ethical manner. Our values are to

• Be kind and treat all people – teammates, customers, and vendors – with respect and consideration
• Be adaptable and embrace change
• Be accountable and take responsibility and deliver the effort to fully complete the task
• Be better and strive for continuous improvement in ourselves, our team, and the company for our customers
• Be part of the solution and solve problems, find the answers, and collaborate
• Work hard, have fun, and get things done

Spring EQ is seeking a Level 1 Application Support Technician to join its growing technology team. The Application Support Technician's primary responsibilities will be to oversee the initial response to technical issues, troubleshooting application problems, and ensure that all software applications function efficiently. This role will fall under the Spring EQ Service Desk and aid in its mission to facilitate value creation for our customers and partners through direct and indirect support of our critical business functions. The successful applicant will bring great troubleshooting skills, and an ability to apply established best practices, with a customer focused, white glove attitude.

This role will be on a hybrid location schedule of 3 days per week in our Philadelphia office.

Responsibilities

• Provide first line support for Spring EQ's lending software applications such as Evo, Emma, Blue Sage.
• Troubleshoot and resolve application issues reported by users, escalating to the appropriate teams as needed.
• Assist and collaborate on application performance and ensure efficient functionality.
• Communicate with users to understand and resolve issues in a timely considerate manner.
• Document all support activities and solutions in the Jira ticketing system.
• Escalate complex issues to second line support or development teams.
• Collaborate with second line and development teams to identify and resolve bugs as needed.
• Participate in regular Service Desk and corresponding application team meetings and update on issue status.
• Embody white glove support values in daily interactions with end users and customers.

Qualifications

Required Skills/Abilities

• Familiarity with application support processes and best practices.
• Strong analytical and problem-solving skills.
• Ability to communicate clearly and effectively.
• Effective Time Management and Organization skills are crucial in this role.
• Ability to remain focused and communicate under pressure.
• Self-motivated learner

Education and Experience

• 1-3 years of experience in application support or related IT roles.
• High school diploma or equivalent required

Healthy work-life balance.

We are committed to supporting a healthy work-life balance and fostering an environment of productivity and collaboration. This position follows a hybrid schedule for team members working in our corporate offices, combining on-site presence with remote flexibility. Our hybrid model is designed to promote teamwork and engagement while also providing the adaptability professionals need to manage their responsibilities effectively.

• 401k Company Match
• Annual Charitable Matching Gift Program
• Company Holidays
• Credit Union Membership
• Dependent Care Plan
• Disability Insurance
• Employee Assistance Program
• Life Insurance
• Medical Insurance
• Paid Time Off Plan
• Vision Insurance
• Weekly Non-Management Dinner Benefit

Candidates must have current, unrestricted authorization to work in the United States. The Company does not sponsor or support employment-based visas, extensions, renewals, or any immigration-related programs now or in the future.

Spring EQ is an Equal Opportunity Employer. We make all employment decisions based on merit and business needs. If you require a reasonable accommodation at any stage of the hiring or employment process, please contact [e-mail]