Remote Banking Software Support Specialist

Embrace Software Inc.; United States; Remote; USD 52,000 - 68,000; Full time

Job summary

Embrace Software Inc. is seeking a Software Support Representative (Aurora Document) for a remote role. The team focuses on supporting Aurora Document across North America with emphasis on customer success and fast issue resolution.

The role requires 2+ years in a financial IT or customer-facing tech role, strong communication, and proficiency with Microsoft Office. Occasional travel to client sites is expected.

Qualifications

• Associate degree in CS, 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.

Responsibilities

• Provides front-line troubleshooting support for application issues; listens actively to customer concerns and asks follow-up questions to identify root causes.
• Participates as a member of the Help Desk, researches and resolves application or service issues using available tools, product documentation, and internal resources.
• Escalates more complex issues to senior team members or development, including clear documentation of the problem.
• Travel to financial institutions for installations and/or training.
• Manages support cases, following through with them to completion; requests assistance from peers or management when needed.
• Monitors incoming emails and support cases to ensure timely response and resolution.
• Stays current with product updates and participates in internal training to expand product knowledge.
• May assist with documenting solutions and contributing to internal knowledge sharing.
• May support basic hardware performance and capacity monitoring related to applications.

Skills

communication skills

microsoft office

+1

Education

Associate degree in Computer Science, Information Systems, or related field

Job description

Embrace Software Inc. is seeking a Software Support Representative (Aurora Document) for a remote role. The team focuses on supporting Aurora Document across North America with emphasis on customer success and fast issue resolution.

The role requires 2+ years in a financial IT or customer-facing tech role, strong communication, and proficiency with Microsoft Office. Occasional travel to client sites is expected.