Support Specialist at Ontario Systems, LLC in Muncie, Indiana

Job Description:

Support Specialist

Department: Operations

Employment Type: Permanent - Full Time

Location: Remote, US

Reporting To: Dave Schmeller
Description

Finvi is looking for a Support Specialist (TCS)

This position will be remote. You may work where you live anywhere in the United States.

Visa sponsorship or transfer of an existing visa is not available for this position. You must be authorized to work directly for any employer in the United States without visa sponsorship or transfer.
What You'll Do

• Learn the applications Finvi develops and sells in order to provide software application solutions to resolve customer business problems
• Identify and verify customer reported problems, troubleshoot, and resolve technical problems, or triage technical problems
• Recreate and document issues to prepare for escalation to engineering
• Qualify and direct service inquires to the Professional Services team for paid services or custom programming to meet customer business needs
• Provide excellent customer service, including timely updates on cases through resolution
• Provide documentation detailing solutions

What You'll Need

• Bachelor's degree; 2-4 years of related experience and /or training; experience and degree in computers, business or related fields are required; technical degree is preferred but combination of education or strong technical experience may apply
• Strong customer service orientation and communication
• Analytical troubleshooting & complex problem-solving skills
• Technical aptitude and ability, including knowledge of SQL
• Microsoft Product Suite experience
• Experience with Datadog monitoring
• Networking experience (TCP/IP, DNS, RTP, NFS, SNMP)
• Amazon Web Services experience and certifications preferred
• Experience with experience in debt collections industry a plus
• Ability to understand business issues and processes
• A drive to learn new technology
• Ability to manage competing priorities in a fast-paced environment
• Willingness to go the extra mile to improve customer relationships in a crisis, meet client needs during non-standard hours, and to assist other teams in accomplishing strategic objectives
• Ability to work alternate hours on average once a month and respond to after-hours support requests for a week at a time an average once a month

What's In It For You

• Finvi offers, for most positions, a flexible work environment*
• Hybrid or remote unless otherwise identified*
• Flexible Time Off* for exempt roles to keep up with today's varied lifestyles and ample PTO** for non-exempt.
  • WA non-exempt employees can utilize up to 12 days of vacation per year and up to 6 days of paid sick leave per year.
• Competitive pay and 401(k) with employer match
• Health insurance with wellness discounts, medical, dental, and vision care
• Three (3) weeks Paid Parental Leave for new parents
• Eight (8) Paid Holidays throughout the year
• We invest in our employees through educational assistance and learning and development
• Robust Wellness Program includes opportunities to earn money for your Health Savings Account (HSA) or Health Reimbursement Account (HRA)
• Paid Volunteer Time Off Program to make a difference in your community
• Learn more about what Finvi offers here: https://finvi.com/about-us/careers/

*Limitations may apply based on role and company need
**PTO hours for non-exempt employees may vary depending on the state of residence.

The typical base pay range for this role across the U.S. is USD $46,600 -$91,400 per year.

Finvi has different base pay ranges for different work locations within the United States, which allows us to pay employees competitively and consistently in different geographic markets. The range above reflects the potential base pay across the U.S. for this role (the applicable base pay range will depend on what ultimately is determined to be the candidate's primary work location). Individual base pay depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Offers are made within the base pay range applicable at the time.

At Finvi, certain roles are eligible for additional rewards, including merit increases, annual bonus, and equity. These awards are allocated based on individual performance and role. In addition, certain roles also have the opportunity to earn sales incentives based on revenue depending on the terms of the plan and the employee's role.

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