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Customer Success System Specialist

4 months ago

San Diego, United States Ventures Full time
Position Summary

The Ventures Lending Technology (VLT) team is known for their high level of customer service and dedication to delivering great products. With strong knowledge in loan production and Ventures technical functionality, the Client Success Specialist will provide support and training to VLT's clients which operate across all stages of loan production and portfolio management. Our lender clients, most of whom are non-profits, assist business owners across the U.S. Many are Certified Development Financial Institutions (CDFI) or Certified Development Companies (CDC) that generate billions of dollars in financing annually. VLT has offices in San Diego but anticipate this being a full remote position. There may be occasional travel for company meetings (usually semi-annually). We currently have team members in all four US continental time zones.

This role is remote and is eligible for an annual incentive.

Essential Responsibilities
  • Review and respond to incident tickets in our Support Ticketing System according to set response times. (Incidents are the initial point of entry for all help related emails). Generally, response times should be within a few hours.
  • Communicate clearly and collaboratively with clients to help them find the right solution for their software needs within the platform.
  • Manage ticket resolution within 24 hours.
  • Complete follow up at appropriate intervals with clients to close out tickets for tracking purposes.
  • Provide training to users through online platforms such as Google Meets, Zoom
  • Create written documentation and videos for training and knowledge base articles.
Requirements

Professional Skills, Education and Experience
  • High school diploma or equivalent - education level will be considered on a holistic basis considering both education and work experience
  • 3-5 years of experience in various lending areas and functions as a Loan Processor and/or Servicer is required
  • Experience working with a CDFI is a plus
  • Usage of Ventures is a plus
  • Ability to multi-task and quickly switch hats to accommodate various types of incidents
  • Analytical thinking and problem solving skills are a must in order to provide solutions