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technical support engineer

Posted on December 17, 2024 by Employer details JUDI.AI

Job details

*JUDI.AI ? Who we are* We help small business dreams come true by making it easy for lenders to say ?yes? to small business borrowers. Through sophisticated algorithms and predictive modelling, our application allows lenders to adjudicate loans quickly and accurately. This in turn ensures that small businesses get access to capital they need to grow. Yay! *Who we are looking for* We are looking for a hybrid role between Customer Support (primary) and Data Analytics (secondary). We operate across Canada, but preference will be given to candidates in the Vancouver, BC area. We are hybrid, remote-work culture with a day in the office about once a week (but not always). You should have experience, and love, dealing with customers over the phone and by email. If you have an interest in banking/finance that would be great. An aptitude for technology is essential. You are the kind of person who takes the time to listen to your customers, to build relationships and to gain their trust ? all so you and the team can solve their issues quickly and accurately. Opportunities will be available for you to help manage our data assets provided by our client (working with our Data Science team and others). An analytical mind and the ability to attend to detail will be needed. *What you will do* You will be a key part of our supporting customer?s requests. As one of the main points of contact for our customers you will influence messaging to them and how they use our application. Because you are so connected to the customers you have input on how the product roadmap evolves. Our CSRs inform our customers of new features and functionality so they can use the system to its full potential. Our CSRs troubleshoot issues and work with other parts of the JUDI.AI team to get them resolved. As part of our Customer Success team, you will work closely with all other teams in the company including Product, Marketing, and Engineering. You will be able to grow as we grow. When not working to support our clients, you will work with our Operations and Data Science teams to help manage and improve our data assets, improve our categorization engine, and engage in data analysis and reporting projects. *Your responsibilities* * Support our customers - solve problems, answer questions, inform * Identify solutions * Analyse and prioritize bugs * Work with other team members and other teams * Document support calls and bugs * Learn our application * Help collect and manage performance data * Help tune our categorization engine * Analyze our data and create reports *Your qualifications* * Experience in customer or technical support; ideally in a web application environment ? you like helping people (a lot) * Ability to solve problems independently ? you can think clearly and ask good questions * Enjoy multitasking and working in a fast-paced environment ? you can prioritize and adapt * Degree in IT or Data Analytics preferred (but not mandatory) * You can think on your feet and build confidence and trust * You believe in being an advocate for the customer and to help them be as successful as possible * You enjoy variety ? you never know what the next question is going to be and that?s okay * You have a sense of urgency when it comes to finding answers * You are patient when trying to understand other?s problems * You can figure out how our system works so you can help our customers use it ? you have an aptitude for technology and working with computers *Attributes and nice to haves* * Sense of humour * Ability to stay upbeat and friendly * Ability to get stuff done * Know when to ask a question and when to just solve a problem * Project management and business analysis experience * Experience managing and influencing teams/people * Experience using help desk software * Knowledge of the banking and/or financial industry The job qualifications listed above are guidelines, not hard and fast rules. If you are excited by the position and interested in growing in