Technical Support Engineer

About iBusiness Funding

iBusiness Funding is a software and lender service provider specializing in small business lending. Our technology, team, and process enable us to support loans from $10,000 to $25 million for our lending partners. Our technology solutions have been proven to quickly scale our clients’ portfolios without the need for additional overhead. Our flagship product, LenderAI, features end-to-end lending functionality from sales all the way through servicing

To date, we’ve processed over $11 billion in SBA and non-SBA volume and handle more than 1,000 business loan applications daily. Our team is driven by our core values of innovation, integrity, enjoyment, and family.

Join us and be part of a team that’s transforming the finance industry and empowering businesses to thrive!

Position Description

Join our team as a Technical Support Engineer and help our clients in the banking industry effectively use our software to process SBA loans. As a key part of the support team, you’ll handle technical support tickets, troubleshoot issues, assist with software configurations, and guide clients through the use of our software for SBA loan origination. You'll provide expert assistance with software features, guide users through setup, and help resolve issues related to SBA loan processing. Your role will also involve collaborating with other departments to improve user experience and ensure software meets client needs.

Major Areas of Responsibility

• Provide technical support for clients using SBA loan origination software, ensuring issues are resolved promptly.
• Troubleshoot software-related issues, answer technical queries, and provide solutions related to SBA loan origination.
• Collaborate with internal teams to identify, diagnose, and resolve customer issues in a timely manner.
• Assist clients with configuring and setting up the software according to their needs.
• Guide users through software updates and new features relevant to SBA loan origination.
• Monitor and track support tickets, ensuring timely and effective resolution.
• Maintain clear communication with clients to ensure satisfaction and support proactive problem-solving.
• Assist clients in understanding and navigating SBA-specific functionalities within the software.
• Participate in meetings and provide feedback to help improve the software and address any recurring issues.
• Create documentation standardizing help requests and user guides.
• Stay up-to-date on industry best practices, software updates, and SBA loan processing requirements.

Required Knowledge, Skills, and Abilities

• Bachelor’s degree or equivalent experience in a technical field.
• 3+ years of experience with SBA loans or in a similar technical support role in the financial services industry.
• Familiarity with banking software and understanding of software development and troubleshooting processes.
• Experience working with support ticket systems (such as Jira) and CRM tools (such as Salesforce).
• Strong problem-solving, analytical, and troubleshooting skills.
• Proficiency with MS Office 365 and collaboration tools such as SharePoint and MS Visio.
• Excellent communication skills with the ability to work effectively with both clients and internal teams.
• Ability to manage multiple support tickets simultaneously in a fast-paced environment.
• Ability to quickly learn new software features and relay this knowledge to clients effectively.
  

Conclusion

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, genetic information, or any other characteristic protected by law.