Loan Support Analyst handling Commercial Loan documents based in Pittsburgh, PA, or Dallas, TX, or Cincinnati, OH. Reviewing and ensuring all required documents are received and accurately executed.
About the role
- Assist GeoComply and end-user customers with their technical requests, investigations, and questions through our ticketing systems: Salesforce, Jira, and Slack.
- Troubleshoot technical issues, including solution integrations, geolocation accuracy, network configurations, and system performance.
- Support investigations by reviewing data tables and logs (e.g., in Grafana, Kibana) and creating reports using pre-configured scripts and in-house solutions.
- Complete configuration changes or escalate internally with a clear technical context.
- Monitor performance alerts and communicate any valid issues immediately to our affected clients and Incident teams.
- Communicate and coordinate with Customer Success Managers to manage clients and escalations.
- Collaborate with Engineering and Product teams by providing detailed technical information and observations, or suggestions for improvement.
- Actively contribute to our knowledge base by creating and refining troubleshooting documentation and user guides for internal and external use, based on observations from the queue
Requirements
- Technical background: Education or experience in Computer Science, IT, Data, Engineering, or related technical field (degree, bootcamp, certifications, or equivalent self-taught experience).
- At least two years of experience providing technical support by email, live chat, social media, and/or phone is a must; experience with customer service alone is not sufficient for this role.
- Technical fundamentals: Understanding of concepts like APIs, databases, networking basics, and technical troubleshooting methodology.
- Fluent English (written and verbal): Ability to communicate technical information clearly and correctly.
Benefits
- Performance-based bonus
- Equity plans
- Paid vacation and sick days
- Extended health benefits
- Generous Learning & Development Allowance
- Sports and Physical Wellness budget (30% of L&D Allowance)
- Charitable and DEI initiatives
- Team-building events
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