Technical Customer Support

4 weeks ago

Farmington, United States LoanPro Full time
Job DescriptionJob DescriptionSalary:

Technical Customer Support


LoanPro is a Fintech SaaS company, providing core lending infrastructure (software and cloud configuration) to mid-market and large lenders. Our market leading product enables clients to be more efficient, organized, and streamlined in the lending business. LoanPro’s software manages over 18 billion dollars in loans, with customers throughout North America. Our amazing employees are driving the growth of our exciting, profitable company – you should be here with us 


The Role

As a Technical Customer Support Representative, your primary responsibility will be to effectively manage inbound customer questions, problem solve configuration issues, provide technical solutions, and ensure Customer Delight. You will leverage your technical expertise, project management skills, and strong communication abilities to deliver exceptional service and maintain successful client relationships. Responsible for exemplifying excellent customer service and the Company core values, culture, policy and procedures at all times.


What You'll Do

As the Technical Customer Support, you will be responsible for the following:

  • Takes ownership of deep learning about our software, its functions, and how it fulfills our customers' needs and how they use the product. Cultivate new business relationships, maintain existing business relationships with customers and partners
  • Understand client needs and implement effective plans to meet them
  • Take ownership on becoming a subject matter expert on all aspects of LoanPro software including how it is used by our customers
  • Primary responsibility will be to effectively manage inbound client support requests and communications for Mid Market client tasks through Zendesk emails and scheduled phone meetings through Calendly with an expectation to respond to all support requests daily. 
  • Secondary support to L2-Technical Support Representative for Enterprise clients including joining scheduled calls and assistance in all tasks as needed to maintain Customer Delight. 
  • Proactively support clients and effectively manage client expectations for Primary and Secondary roles.
  • Train clients and other team members, as needed, on system operation and client processes
  • Practice effective communication (verbal and written) with clients and team members
  • Be a subject matter expert on our business products, processes, and operations, and remain up-to-date on industry news
  • Keep management informed of work progress and changes in client needs or processes
  • Coordinate with Customer Success Managers to recognize client growth opportunities 
  • Coordinate with Implementation Engineers to reconstruct or provide additional configurations and integrations to the LoanPro software
  • Other duties as prescribed - Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice


What You'll Need

  • Bachelor's degree in a relevant field (e.g., Computer Science, Information Technology, Business, etc.) or equivalent practical experience.
  • Strong technical acumen with a good understanding of software applications and SaaS solutions.
  • Excellent communication and interpersonal skills to interact effectively with clients and\or internal teams.
  • Analytical mindset and problem-solving abilities to resolve client requests.
  • Account management skills to manage multiple client tasks simultaneously.
  • Knowledge of LoanPro is a plus.
  • Previous experience in Account management or Technical Customer Support is desirable.


Why You'll Love Working Here

  • Competitive compensation
  • Market-competitive Medical, Dental, and Vision Coverage
  • 401k 1-1 contributions up to 3% and a .5 contribution up to 5%
  • Generous Paid Time Off and Holiday Schedule
  • Fully stocked breakroom
  • Ability to make a real difference
  • A value-based, innovation-focused, learning culture
  • Endless opportunities for growth; when we grow, you grow - and vice versa

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