Customer Support Specialist, Infinity
Role Overview
Support a portfolio of 20–40 clients across the United States and Canada using Infinity lending software.
Provide timely, accurate, professional support and guide users through software features.
Key Skills for This Role
Full Job Posting
Role overview
Support a portfolio of 20–40 clients across the United States and Canada using Infinity lending software.
Provide timely, accurate, professional support and guide users through software features.
Work arrangement and schedule
- Full-time, fully remote position within the United States or Canada.
- The description gives working hours aligned to 9 a.m.–6 p.m. Eastern Time and separately requires availability 9 a.m.–5 p.m. Pacific Time.
Responsibilities
- Manage and triage support requests by email and phone, create tickets, and resolve user issues.
- Provide real-time assistance by phone, chat, and email; follow up to ensure resolution.
- Research and document complex issues using historical data, past tickets, and team knowledge.
- Collaborate with developers and business analysts, and share findings with the team.
- Attend team meetings, training sessions, and webinars.
- Share client feedback and enhancement requests with product and development teams.
- Train clients on releases and participate in continuous learning and process improvement.
Experience and qualifications
- At least 2 years of technical customer support experience; startup or high-growth experience is ideal.
- Proficiency with Microsoft Office, databases, and remote access tools.
- Analytical, detail-oriented, client-focused approach with critical-thinking, problem-solving, and organizational skills.
- Excellent verbal and written communication, including translating technical guidance for non-technical audiences.
- Ability to prioritize, learn new technologies, and collaborate in a virtual environment.
About Infinity
Infinity Software provides customizable software for alternative lending institutions, including loan products, marketing, collections, analytics, and reporting.
Infinity is part of Aquila Software Group and Constellation Software.
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