Customer Support Senior Specialist
Job Summary
Taking ownership of complex cases, the full-time remote Financial Edge NXT Customer Support Senior Specialist will resolve incidents, enhance Knowledgebase content, and mentor team members to improve support quality and customer satisfaction.
Key responsibilities
- Quickly resolve or triage incidents and handle complex non-FCR cases to reduce time-to-close
- Mentor frontline and tenured agents, supporting Team Leads in achieving coaching goals
- File defect tickets and collaborate with leadership to address specific defects and drive initiatives
Required qualifications
- 2-4 years of experience using, supporting, or consulting on Financial Edge software
- Experience in a Customer Support Senior level role
- Ability to work flexible schedules, including after-hours and weekends as needed
- Proactive and decisive in identifying key issues and anticipating obstacles
- Strong critical thinking skills and a creative approach to problem-solving
Complete Job Description
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