What are the responsibilities and job description for the Support Analyst II (Technical) position at Abrigo?
We provide technology that community financial institutions use to manage risk and drive growth. Our solutions automate key processes – from anti-money laundering to fraud detection to CECL readiness to lending workflows – empowering our customers by addressing their Enterprise Risk Management needs.
This is an exciting opportunity for someone who is not only a master of their craft, but also shares our commitment to driving a strong company culture by putting their heart and soul into their work every day.
The Support Analyst II (Technical) will be on the front line for resolving incoming complex technical customer support requests. They will work closely with the senior support team to address technical issues and improve product usability.
As the Support Analyst II (Technical), you will be accountable for driving the resolution of product issues from start to finish, through a documented process, and ensuring the highest level of customer satisfaction. You will be an asset to the brand and must represent the company in a professional and courteous manner. This role will report to the Sr. Manager, Technical Support.
What You’ll Do:
- Resolve complex technical support requests that come in through any of our support channels, including email, web, or phone
- Analyze, troubleshoot, and resolve technical issues across multiple products, both SaaS and On-Premise
- Call and communicate with customers about support requests and enhancements
- Ensure a fast time to contact and time to resolution on all support issues, as well as the highest level of customer satisfaction
- Collaborate and communicate with other internal teams (including product, engineering, and infrastructure) to troubleshoot customer issues
- Provide critical feedback and recommendations for process improvement
What You’ll Need:
- Bachelor’s degree and at least 2-4 years of technical customer support experience working with software and databases
- Strong experience in SQL server querying, maintenance, and administration
- Ability to write, read, understand, troubleshoot SQL scripts
- Strong understanding of Windows Server environments, Active Directory, network connectivity, product integration and data migration/conversion issues
- Familiarity with Web Applications, configuration, and troubleshooting
- Self-motivation, team-orientation, and adaptability
- Strong customer service, written and verbal communication, organizational and interpersonal skills
- Ability to thrive in a fast-paced, project-oriented environment
- A team player attitude and willingness to learn
- Excellent communication
What You’ll Get:
- Market competitive total rewards package
- To be part of the Heart & SOUL of a winning company with an inspiring mission
- The opportunity to Make Big Things Happen
- Competitive salary along with full health benefits with an HSA option
- Unlimited PTO and bank holidays
- 401(k) plan and company match
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, age, genetic trait, sexual orientation, national origin, disability status, or any other characteristic protected by law.
Abrigo is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at Careers@abrigo.com with the subject line accommodation.
