Careers
Job Title: Customer Support Analyst
Reports to: Director of Professional Services
WebEquity Solutions, LLC is the proven leader in on-demand lending software. For 26 years, WebEquity has helped customers gain efficiencies and employ best practices in their lending businesses. With WebEquity, customers gain the advantage of a single, hosted solution enabling them to reduce operational costs, streamline processes and make more uniform and profitable lending decisions.
Summary/Purpose of this Position:
The primary responsibility of the Customer Support Analyst position is to provide technical support to customers, answering complex questions on function and usage of our software, via the telephone and/or Internet. The Analyst will serve as the primary support liaison between the Company and the customer. In responding to these requests for guidance, Analyst must listen carefully to the customer, ask questions to diagnose the nature of the problem, and then patiently walk the customer through the problem-solving steps. Because of the nature of WebEquity’s product, Analyst must be extremely comfortable with financial concepts and vocabulary.
Employees in this position are provided direct access to customer financial data and must treat and maintain such data with complete confidentiality.
Specific Duties and Responsibilities:
Employees in this position consistently must exercise discretion and independent judgment in performing the following duties and responsibilities:
- Developing a comprehensive understanding of WebEquity’s software, including its applications and capabilities
- Responding promptly and directly to customer issues and questions over the phone or through email
- Develops and maintains excellent client relationships to increase satisfaction with products and services and aid in client retention/proactive support
- Communicating solutions to problems in a clear and friendly manner, and maintaining professionalism in all interactions
- Logs information into client database for the purpose of identifying specific contacts such as decision makers, hands-on users, as well as, client call activity
- Providing WebEquity’s Management and Software Development team with quantitative and qualitative information in the areas in which WebEquity’s customers report difficulty
- May assist with client implementations/scheduling, billable project work, and client training
- Encourages and solicits client referrals
- Other tasks as assigned
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Basic Qualifications:
- Excellent communication skills; ability to articulate technical concepts to a non-technical audience and provide directions in a friendly and understandable manner
- A strong grasp of financial concepts, with a particular emphasis on commercial lending and financial analysis
- A history of logical decisions and close attention to detail
- Able to maintain a professional demeanor at all times and in all interactions
- Patience, persistence, and the ability to work on exacting analytical work under pressure.
- Ingenuity, creativity, and imagination; an ability to quickly identify potential software bugs and weaknesses
- The ability to work with abstract concepts and complete technical analysis
- Comfortable working in a structured and rigorous team environment
Preferred Qualifications:
- 3 years experience working in the banking industry with an emphasis on commercial lending
- Bachelor’s Degree in Business Administration, Accounting or similar field preferred
Language Ability:
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to speak effectively before groups of customers or employees.
Math Ability:
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
- Ability to solve equations with multiple variables.
Reasoning Ability:
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer Skills:
To perform this job successfully, an individual should have knowledge of Microsoft Word; Microsoft Excel; Microsoft Explorer; Microsoft Outlook; Microsoft Access and Microsoft PowerPoint.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands; reach with hands and arms and talk or hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
To apply, please send cover letter and resume to careers@webequitysolutions.com.
*WebEquity is an equal-opportunity employer.*
