Level 2 Client Support Desk Analyst - SaaS Lending

defi SOLUTIONS; Columbus (OH); Presencial; USD 60 000 - 90 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health benefits

Resumo da oferta

Defi SOLUTIONS in Columbus, OH is seeking a Level 2 Technical Application Support specialist to work directly with system admins and business decision makers supporting defi's Auto Loan Originations and Servicing Products. You will troubleshoot and resolve complex client issues, analyze data, and gather feedback to shape product requirements.

This role emphasizes client-facing collaboration, issue resolution, and proactive service delivery.

Qualificações

• 3-5 years' experience in lending, financial services, technology, and/or SaaS companies.
• Experience working in high-volume case or ticketing queues.
• Basic SQL query abilities.
• Excellent critical thinker with strong problem-solving skills.
• Analytical and process oriented; detail focused.
• Excellent oral and written communication; accountability and ownership.
• Self-starter with a passion for client satisfaction.

Responsabilidades

• Review client configurations and business processes to address challenges and satisfy business needs.
• Analyze, troubleshoot, and resolve complex application issues.
• Triage cases to isolate issues and determine priority and resolution path.
• Identify opportunities to enhance client product experiences.
• Communicate effectively with internal stakeholders to deliver on client expectations.
• Advocate for clients by escalating urgent requests and prioritizing cases.
• Determine resolution or alternatives, develop and implement solutions, or engage appropriate resources.
• Identify roadblocks and drive progress to resolution.
• Efficiently manage assigned cases and prioritize workload to meet SLAs.
• Support software QA testing and validation.
• Perform other duties as required.

Conhecimentos

SQL

Analytical thinking

Problem-solving

Communication skills

Ownership / accountability

Ferramentas

ServiceNow

Descrição da oferta de emprego

Defi SOLUTIONS in Columbus, OH is seeking a Level 2 Technical Application Support specialist to work directly with system admins and business decision makers supporting defi's Auto Loan Originations and Servicing Products. You will troubleshoot and resolve complex client issues, analyze data, and gather feedback to shape product requirements.

This role emphasizes client-facing collaboration, issue resolution, and proactive service delivery.