Application Support Representative

About Us

At Embrace, we are revolutionizing vertical software through AI integration. Our software is currently integral to 16% of Fortune 500 companies, over 45 state agencies, and more than 450 banks and credit unions. By acquiring well-established vertical software firms, we rebuild their products, operations, and go-to-market strategies centered on AI. Our Venture Lab innovates AI-driven products for these markets, leveraging our extensive distribution networks and customer relationships.

Join us to deploy AI in real-world applications serving active workflows and customers, and witness tangible impacts on business within a quarter. We seek individuals desiring broad responsibilities, rapid progress, and ownership, who are eager to create AI solutions that reach customers effectively.

Job Description

This fully remote role is part of Embrace's Finance & Banking Group, supporting 1,100 institutions across North America, including approximately 450 financial institutions such as credit unions and banks. CSPI, a SaaS leader in our portfolio, has served community banks and credit unions for over 35 years with innovative solutions enhancing operational efficiency and customer satisfaction. Our flagship product, Aurora Advantage, provides essential services including core banking, digital and mobile banking, lending, account opening, bill pay, and managed IT.

We are rapidly growing and seek an Application Support Representative who, under moderate supervision, will provide initial support to customers via telephone, email, and web channels, focusing on core financial software. This role requires utilizing product knowledge to efficiently diagnose and resolve issues, restoring full functionality to client systems. Exceptional communication skills, attention to detail, accuracy, and reliability are crucial to fostering strong client relationships and delivering outstanding customer service.

Key Responsibilities

• Provide prompt, courteous, and clear responses to inquiries from credit union clients.
• Manage inbound support requests across multiple platforms including phone, email, and chat, handling real-time interactions.
• Maintain proficiency in credit union core systems, software functionalities, and frequent platform issues.
• Apply product understanding and analytical thinking to research, reproduce, and troubleshoot client-reported software problems.
• Use various web-based tools to retrieve and analyze member and account information and communicate effectively using voicemail, email, online chat, or in person.
• Participate in multiple testing activities such as regression testing, user acceptance testing (UAT), and validation of bug fixes and new features.
• Accurately document defects, test results, and solutions within ticketing and test management systems.
• Collaborate effectively with team members and work independently in a dynamic, fast-changing workplace.
• Communicate professionally and clearly, both in speech and writing, with clients and internal teams.
• Maintain meticulous attention to detail when managing client support documentation, testing protocols, and release notes.
• Support outbound client communications, software upgrade scheduling, and special projects as required.
• Handle a high volume of support tickets promptly with precise solutions, understanding the operational consequences for credit union staff and members.
• Identify recurring issues and recommend process improvements to enhance support and testing efficiency, contributing to knowledge base and test case maintenance.

Qualifications and Skills

• Associate degree in Computer Science, Information Systems, or a related discipline preferred.
• At least two years of experience in financial institutions, IT support, or client-facing technical roles.
• Equivalent education and experience combinations will be considered.
• Familiarity with loan processing applications is a plus.
• Basic knowledge of banking and credit union operations.
• Understanding of networking concepts and server configurations.
• Awareness of supported software applications and related systems.
• Strong interpersonal and communication abilities to clarify technical concepts effectively.
• Dependable and accountable work ethic.
• Analytical problem-solving skills for methodical issue diagnosis and resolution.
• Proficiency with Microsoft Office and basic troubleshooting utilities.
• Demonstrated high-standard customer service skills.
• Eagerness to develop technical expertise and deepen product knowledge.

Benefits

• Competitive salary package.
• Comprehensive benefits including medical, dental, and 401(k) plans.
• Flexible remote work setup with occasional travel to client locations.