Technical Support Analyst

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. 

As a Technical Support Analyst, you will be on the front-line resolving incoming technical customer support requests. You will work closely with the senior support team to address technical issues and improve product usability. 

The Technical Support Analyst 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 Manager, Technical Support. Applicants may work remotely or be office-based in Raleigh, NC, or Austin, TX. 
 

What You'll Do:  

• Resolve support requests and customer issues that come in through any of our support channels such as email, web or phone 
• 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 a cross functional team (including product, engineering, R&D, Customer Success) to troubleshoot customer issues and drive resolution 
• Successfully manage a variety of individually assigned issues with varying complexity while maintaining consistent communication on progress and resolution 
• Work with internal resources to become a subject matter expert in Abrigo Products with a firm understanding of Banking Secrecy Act processes and how they relate 

What You'll Need:  

• Strong customer service, written and verbal communication, organizational and interpersonal skills 
• Basic understanding of software and environmental troubleshooting methodologies 
• Self-motivated, team-oriented, and adaptable with the ability to work independently or in groups 
• Ability to navigate Windows Operating Systems and perform basic troubleshooting, including basic performance analysis: Disk, Memory, CPU, Database 
• Ability to read, understand, troubleshoot SQL scripts 
• Solid understanding of Windows Server environments, permissions, network communication, product integration issues and data migration/conversion issues 
• Ability to thrive in a fast-paced environment with a high level of ownership of individual tasks 
• A team player attitude and willingness to learn 
• Excellent communication both written and verbal 

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 
• Flexible 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 accommodation due to a disability, contact us at [email protected] with the subject line - accommodation.