Remote Online Banking Support Specialist

Embrace Software Inc.; United States; Remote; USD 52,000 - 76,000; Full time

Job summary

Embrace Software Inc. is seeking an Online Banking Client Support Representative to service financial institutions across North America from a remote setting.

You will work with FI administrators, operations staff, and bankers to resolve issues, answer configuration questions, and handle escalations with cross-team coordination. This blended Tier 1/2 role requires strong communication, platform knowledge, and the ability to guide clients through workflows and self-service tools.

Qualifications

• 2+ years in a customer support or technical support role.
• Ability to communicate technical concepts clearly to non-technical FI staff.
• Strong written and verbal communication and case documentation skills.
• Experience supporting SaaS platforms is a plus.

Responsibilities

• Serve as day-to-day contact for FI client staff via phone, email, and ticketing system.
• Troubleshoot and resolve platform issues including user provisioning, permissions, and configuration.
• Guide FI staff through platform workflows and self-service tools to reduce repeat contacts.
• Triage cases, distinguish Tier 1 from Tier 2 issues, and drive to resolution.
• Coordinate with internal teams to investigate bugs, data issues, or outages.
• Document issues and resolutions in the CRM and knowledge base.
• Identify patterns signaling product gaps or training needs.
• Support FIs during feature rollouts and platform updates.
• Travel onsite during onboarding as needed.

Skills

online banking

SAP FI

Job description

Embrace Software Inc. is seeking an Online Banking Client Support Representative to service financial institutions across North America from a remote setting.

You will work with FI administrators, operations staff, and bankers to resolve issues, answer configuration questions, and handle escalations with cross-team coordination. This blended Tier 1/2 role requires strong communication, platform knowledge, and the ability to guide clients through workflows and self-service tools.