Software Support Analyst
Software Support Analyst
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1 Vacancy
Job Description
Company Description
Vergent LMS engineers a marketleading SaaS lending platform that empowers lenders to manage their retail and online lending operations through a sophisticated software suite featuring datarich dashboards and enhanced analytical reporting powered by its AI and machine learning capabilities. With talented employees nationwide and offices in Ridgeland Mississippi and Plano Texas Vergent LMS is one of Americas fastestgrowing privately held companies and has been listed on the Inc. 5000 list for seven years. From small business startups to enterprisescale corporations Vergents innovative technology solutions power the lending operations of a diverse portfolio of clients located in the US Canada and Central America.
At Vergent LMS we take our work seriously but we dont take ourselves very seriously with employee recognition frequent companysupported events and a company culture that is second to none. If youre passionate about what you do but you want to be a part of a company that values its employees and has built a culture around the concept of worklife balance then Vergent LMS is your career destination.
Introduction
As an Application Support Analyst you will join a dedicated team of customer support professionals responsible for the initial review troubleshooting and testing of all client support requests. This role requires the ability to provide critical realtime analysis and problemsolving solutions to our software clients by asking applicable questions and retracing the steps and processes utilized by the customer to identify the potential cause of their reported problem. Once the problem is determined the analyst may decide if collaboration with other quality assurance and software development teams is necessary to provide the optimal solution. Your responsibilities will include developing an intimate knowledge of the features functionality and security of our industryleading loan management software in addition to maintaining an ongoing awareness of over 60 external connections to vendor partner software products which expand our softwares capabilities.
Essential Functions
- Take ownership of incoming issues/requests from customers with a sense of urgency.
- Must be capable of troubleshooting the cause of a reported problem by walking through the clients steps leading up to the problem reproducing the reported problem within Vergents software test environment and finally documenting (in detail) the steps taken including the course of action taken to resolve the problem.
- Must possess strong communication and critical thinking skills and be able to ask the correct questions necessary for testing a reported problem and providing a potential solution.
- Must be willing and able to stay abreast of new company software and updates.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.
Competencies
- Ability to take initiative related to the software and its updates
- Document configuration and editing experience
- Proficiency in Adobe Acrobat
- Strong time management skills
- Intensive customer Focus
- Problem Solving and Analysis
- Product Knowledge
- Quality Focus
- Collaborative team building
- Active Listening
- Multitasking
- Must be punctual and able to work the established hours
- 2 or more years of experience as a software support analyst
Work Environment
This job operates in a casual office environment. This role routinely uses standard office equipment such as computers phones photocopiers filing cabinets and fax machines.
Company Benefits
- Employee Recognition Program
- Flexible Schedules
- Casual Dress Code
- Health Insurance
- Dental/Vision
- Parental Leave
- 401K & 401K Matching
- LongTerm Disability 100 covered)
- Life Insurance 100 covered)
- Supplemental Insurance
- Coffee and Snacks Provided
Required Experience:
IC
Employment Type
Full-Time
