Client Support Desk Analyst, SaaS Lending

defi SOLUTIONS; Westlake (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

defi SOLUTIONS is seeking a Level 2 Technical Application Support specialist to work with auto loan originations and servicing products. You'll serve as the Face of defi, supporting and providing analysis to clients, collaborating with system admins, and gathering feedback to guide product improvements.

This role emphasizes troubleshooting business applications, analyzing data, and resolving issues with a hands-on approach. It excludes desktop support and IT infrastructure tasks.

Qualifications

• Three to five years in lending or fintech roles.
• Experience with high-volume case queues.
• Basic SQL query abilities.
• Strong problem-solving and analytical thinking.
• Excellent communication and accountability.
• Self-starter with client-focused mindset.

Responsibilities

• Review client configurations to address business needs.
• Analyze, troubleshoot, and resolve complex application issues.
• Triaging cases to determine priority and resolution path.
• Identify opportunities to enhance client product experiences.
• Interact with internal stakeholders to deliver on client expectations.
• Escalate urgent requests and prioritize cases.
• Determine resolution or alternatives and implement solutions.
• Identify roadblocks and drive progress to resolution.
• Manage assigned cases and meet internal and client SLAs.
• Support software QA testing and validation.
• Perform other duties as required.

Skills

Lending industry knowledge

Client support

Analytical thinking

Problem solving

Communication skills

Ownership & accountability

Self-starter

Tools

SQL

ServiceNow

Ticketing systems

Job description

defi SOLUTIONS is seeking a Level 2 Technical Application Support specialist to work with auto loan originations and servicing products. You'll serve as the Face of defi, supporting and providing analysis to clients, collaborating with system admins, and gathering feedback to guide product improvements.

This role emphasizes troubleshooting business applications, analyzing data, and resolving issues with a hands-on approach. It excludes desktop support and IT infrastructure tasks.