$80K — $100K *
Position Purpose: In this position, you will work in a fast- paced environment and interface directly with system administrators and business decision makers. You will be the “Face of defi SOLUTIONS” in supporting and providing analysis to our clients, through collaboration, resolving concerns, answering questions, and gathering feedback.
In this hands-on role, you will help defi deliver the next generation lending experience for our clients, who include some of the largest lenders in the United States. This role supports defi's Auto Loan Originations, Accounting, and Servicing products.
Review client configuration and business processes to address challenges and satisfy business needs.
Analyze, troubleshoot, and resolve application errors, which may involve replication and testing efforts to resolve.
Triage client requests to determine avenue for resolution.
Identify opportunities to improve client product experiences.
Effectively interact and communicate with internal stakeholders to facilitate delivery of client expectations.
Advocate for clients by escalating urgent requests and efficiently prioritizing cases.
Provide advice or analysis that may influence the outcome of resource allocation or disposition.
Monitor open cases to ensure resolution per the established Service Level Agreement (SLA).
Isolate problems, determine solutions or alternatives, develop and implement resolutions, or route to correct resources.
Maintain accurate and thorough records in the Service Now system.
Perform other duties as required.
5+ years of client facing support
2+ years in lead or senior level SME
2+ years managerial responsibility preferred
Exhibit critical thinking, and demonstrate strong problem-solving skills
Analytical and process-oriented
Excellent oral and written communication skills
Valid through: 5/18/2021