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Software Support Specialist

2 months ago

St Charles, United States Vantage Credit Union Full time
Job Details

Job Location
Admin Building - Saint Charles, MO

Position Type
Full Time

Education Level
2 Year Degree

Travel Percentage
None

Job Shift
Day

Job Category
Information Technology

Description

JOB FUNCTIONS
  • Provide first and second-level technical support to end-users experiencing issues with software applications.
  • Troubleshoot and diagnose software problems, identifying root causes and implementing solutions.
  • Collaborate with third party support and IT teams to resolve complex technical issues.
  • Participates in on call rotation to provide support for critical issues after hours and weekends.
  • Act as subject matter expert for Loan Origination Software (LOS) support: MeridianLink Consumer (Loans) and MeridianLink Opening (Deposits).
  • Assist in creating user guides, FAQs, and other documentation to help end-users understand and to utilize software applications effectively.
  • Conduct training sessions or workshops to educate end-users on best practices and functionalities of software applications.
  • Monitor software applications for performance issues, errors, and potential vulnerabilities.
  • Perform routine maintenance tasks, updates, and patches to ensure software applications are up-to-date and secure.
  • Manage and prioritize support tickets, ensuring timely resolution and effective communication with end-users.
  • Escalate complex or unresolved issues to appropriate teams or vendors, tracking and following up until resolution.
  • Participate in quality assurance testing of new software releases, identifying bugs, and providing feedback to supporting teams.
  • Coordinate with supporting teams to reproduce and resolve identified issues before software deployment.
  • Work closely with the cross-functional Application Support team, the larger IT(DCIT) department, and business units, to facilitate effective communication and collaboration.
  • Provide timely updates and reports on support activities, issues, and resolutions to management and stakeholders.
Qualifications

KNOWLEDGE
  • Proficiency in office software such as Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), and other relevant software tied to the role.
  • Proficiency in project management tools (e.g., JIRA, Asana, Trello, Planner) is preferred.
  • Familiarity with Information Technology terminology and concepts.
  • Understanding of administrative procedures and best practices in a fast-paced IT environment.
SKILLS
  • Experience with specific software applications or platforms relevant to the financial services industry, particularly within a credit union, is advantageous.
  • Certification in ITIL, CompTIA A+, or other relevant certifications.
  • Familiarity with ticketing systems, remote support tools, modern project management tools and monitoring software.
  • Strong technical aptitude and problem-solving skills.
  • Knowledge of software development lifecycle, databases, and programming languages.
  • Ability to work independently and as part of a team in a fast-paced environment.
  • Attention to detail and commitment to providing high-quality support to end-users.
  • Excellent organizational and time management skills, with the ability to prioritize tasks effectively and meet established deadlines.
  • Effective communication skills, both written and verbal, with attention to detail, and the ability to interact effectively with individuals at all levels.
  • Problem-solving skills and the capacity to handle multiple tasks simultaneously under pressure.
  • Adaptability and flexibility to accommodate changing priorities and exercise judgement in a fast-paced environment to ensure deadlines are met.
EDUCATION AND EXPERIENCE
  • Associate's degree in information technology, Computer Science, or related field. A Bachelor's degree is preferred.
  • Previous experience in application support, IT support, or a similar role.
  • Experience in the Information Technology or financial services industry, particularly within a credit union, is advantageous.
PHYSICAL REQUIREMENTS

The position requires the following physical activities within varying environmental conditions:
  • Occasionally remaining in a stationary position which may be standing or sitting for a prolonged period.
  • Occasional travel or moving from one office location to another or from one department to another at the headquarters building.
  • Occasional lifting, moving, or adjusting objects up to 20 pounds.
  • Constant communication with others through various channels including verbal, email, and chat of which the last two may require consistent use of a keyboard and mouse or another electronic device.
  • Work will be in a commercially reasonable temperature-controlled environment.
  • Occasional temporary exterior site review which could be in outdoor elements of wind, rain, or snow.