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IT Support Lead

beyondfinance · 30+ days ago

Chicago, IL

Negotiable

Full-time

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At Beyond Finance, we've made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, a culture focused on compliance and ethics, supportive user-centric technology, and customized financial solutions, we've helped over 300,000 clients on their path to a brighter future.

While we're proud of what we've already accomplished, we're searching for new collaborators to help us get to the next level! If you're looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.

About the Role

We are seeking an IT Support Lead to support Beyond Finance’s ambitious growth. You will provide strategic, innovative, and cost-effective support solutions to increase efficiency, reliability, and integration of our services and operations. You will work in a semi-autonomous and fast-paced environment.

What You'll Do

The IT Support Lead will help

Handle the frontline support of Beyond Finance internal users.
Oversee and maintain key Production SLA metrics such as ticket quality, response and resolution time.
Investigate and diagnose production issues.
Address agent downtime in real time.
Oversee the management of Level 1 resources (onshore and offshore).
Accurately manage team shifts (business and after-hours) and handoffs to provide comprehensive support coverage.
Focus on user education through the use of solution articles, automated responses and knowledge base articles.
Report on ticket and SLA trends.
Escalate trends, bugs and other system errors to escalation teams.
Work closely with leadership team and other departments to regularly identify, recommend, develop, and implement process improvements to enhance the customer experience and drive team efficiency.
Build and maintain document library, training and knowledge base articles.
Provide ongoing, real-time training and support, fostering an environment of growth. Assist team members experiencing difficulties by providing active peer coaching/training on operational tasks and soft skills.

What We Look For

Experience with a CRM Platform such as Salesforce.
Excellent customer service skills with the ability to work quickly and effectively.
Experience with Call Center technologies & basic home Network troubleshooting.
Some experience with SQL, ability to write simple queries.
Experience with frontline support of Operations users and third-party applications.
Experience with a major platform for ticketing and support (FreshService, Zendesk, Zoho, ServiceNow, etc.)
Ability to troubleshoot in unfamiliar territory, provide technical support, and maintain third-party commercial SaaS applications.
Excellent written and verbal communications skills.
Proven ability to work successfully with limited supervision.

Demonstrable clarity of thought and the ability to independently navigate ambiguous situations to achieve results.
Familiarity with programming languages (Python, Powershell, Ruby, JavaScript/Node.js)
Working experience using a variety of common SaaS apps - Salesforce, Slack, FreshWorks, etc.
Ability to translate technical concepts into business benefits for a non-technical audience.

Why Join Us?

While you make a difference for others, we’ll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:

Considerable employer contributions for health, dental, and vision programs
Generous PTO, paid holidays, and paid parental leave
401(k) matching program
Merit advancement opportunities
Career development & training

And finally, our team spirit and culture! We cultivate an environment of community, connection, and belonging across our entire organization.

Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions. No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance HR team. No placement fee will be paid to any third party unless such a request has been made by the Beyond HR team.

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Last updated on Aug 21, 2024

About the company

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beyondfinance

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