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Customer Support Engineer

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Website Funding University

Funding U

Customer Support Engineer

Full-Time / Hourly / Atlanta Office or Remote/Virtual

Introduction
Funding U

Funding U strives to be the home for students and parents trying to make outcome-driven decisions about college and how to pay for it. We believe that high-achieving college students – regardless of family income – deserve the resources and information needed to become educated, employed, financially-stable adults.  Funding U launched its no co-signer loan to cover ‘last gap’ college costs in Georgia in 2016, expanded across the nation in 2018, and now offers loans to residents of 30 States. We are based in Atlanta, GA with team members working in multiple states.

JOB OVERVIEW:

Funding U is looking for a motivated individual with customer service experience and basic coding knowledge to provide tech support assistance to our Customers to and help diagnose and troubleshoot software and hardware problems. This role is vital to providing our prospective student borrowers with a positive experience at Funding U.  Additionally, this person would work with our development team on special projects when customer service volume is low.  This is an ideal opportunity to use your existing people skills and also grow your coding prowess on the job at a fast growing company.  Customer Service experience is required, preferably at a financial institution / fintech company.  We will accept recent coding school graduates.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Resolves network issues, configuring operating systems and using remote desktop connections to provide immediate support.

Installs or assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives remotely or on user’s premises.

Loads specified software packages such as operating systems, word processing, or spreadsheet programs into computers.

Enters commands and observes system functions to verify correct system operation.

Responds to Customer inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.

Instructs users in use of equipment, software, and manuals.

Recommends or performs minor remedial actions to correct problems.

Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.

Replaces defective or inadequate software packages.

Utilizes email and chat applications to facilitate simple IT issues. More complex problems that require nuanced instruction will be by phone or video contact with clients or clear written instructions or technical manuals.

Refers major hardware problems to service personnel for correction.

Assists IT/Development department with cloud and user administration, configuration, license management, backups, and audits. As assigned by supervisor, may assist IT with quality assurance, data management, development, technical troubleshooting, and issue resolution.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Use of Technology – Troubleshoots technological problems.

Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully.

Customer Service – Responds promptly to customer needs; responds to requests for service and assistance.

Managing Customer Focus – Promotes customer focus.

Oral Communication – Speaks clearly and persuasively in positive or negative situations; responds well to questions.

Organizational Support – Follows policies and procedures.

Adaptability – Manages competing demands.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Bachelor’s degree from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Language Skills

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.  Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.  Ability to write speeches and articles for publication that conform to prescribed style and format.  Ability to effectively present information to top management, public groups, and/or boards of directors.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

To perform this job successfully, an individual should have knowledge of Database software; Development software; Web and Cloud Technology; Internet software; Word Processing software; Spreadsheet software and Design software; UNIX/MacOS Terminal; The ability to diagnose issues with HTML/CSS, JavaScript/JSON, HTTP, and server logs. Some development ability preferred in the same technologies, Ruby on Rails, and SQL.

Certificates, Licenses, Registrations

Certification in AWS or other cloud technologies, any Unix, or similar technologies a plus.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

To apply for this job email your details to jesse@funding-u.com