Alkami Technology - Plano, TX

posted 5 months ago

Full-time - Entry Level
Remote - Plano, TX
Professional, Scientific, and Technical Services

About the position

Alkami is a leading cloud-based digital banking solutions provider for financial institutions in the United States, dedicated to transforming retail and business banking through innovative solutions. The company specializes in digital account opening, loan origination, payment fraud prevention, and data analytics, serving over 18.1 million users. Founded in 2009, Alkami has been recognized for its intentional culture and significant growth, earning accolades such as Best Place to Work in Fintech and Comparably's Best Company Culture. As a remote-first organization, this position can be based in Plano, TX, or remotely within the US. The Application Support Engineer will play a crucial role in supporting ACH Alert clients by managing ticket requests and providing exceptional customer service. This position requires a proactive approach to researching and resolving application issues reported by customers and partners. The ideal candidate will possess strong communication skills, serving as the primary point of contact between Alkami and its customers during support incidents. The engineer will be responsible for efficiently triaging and resolving customer issues, escalating them to management when necessary, and ensuring that service level agreements (SLAs) are met. In addition to technical support, the engineer will identify trends and ongoing issues, providing visibility and recommendations to management to help reduce or eliminate recurring problems. Building and maintaining strong internal relationships is essential to ensure service excellence for Alkami's ACH Alert clients. This role demands a client-focused mindset, with a dedication to understanding and meeting the expectations of both internal and external clients, while also being adaptable to changing requirements and environments.

Responsibilities

  • Efficiently triage and resolve customer issues, escalating issues to the manager when appropriate
  • Communicate accurately, clearly and effectively with customers both verbally and in writing regarding updates and resolutions to application support needs
  • Identify trends and ongoing issues to provide visibility and recommendations to management to help reduce or eliminate recurring issues
  • Follow processes to hand-off issues to other teams and follow up to ensure the issue is being resolved in a timely manner
  • Build and maintain strong internal relationships to ensure SLA's and service excellence is provided to Alkami ACH Alert's clients

Requirements

  • 2+ years of experience working on a support team
  • Experience creating and interpreting custom scripts using a more advanced SQL query structure
  • Ability to work under a high-pressure, fast-paced environment
  • Strong attention to detail and demonstrated expertise in technical application support tasks
  • Exceptional communication and customer relationship skills
  • Flexible and adaptable to changing requirements and environments
  • Dynamic and self-motivated with a strong capability to partner and collaborate with others
  • Working knowledge of Jira
  • Strong command of utilizing Google docs

Nice-to-haves

  • Previous experience in credit unions, banking, and/or SAAS organizations a plus
  • Ability to draft simple procedures and KB articles

Benefits

  • Remote-first environment
  • Unlimited paid time off
  • 401k with employer match
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