About the position
We are seeking a Loan Product Support Analyst to support our clients. In this role you will play a crucial part in ensuring the success and satisfaction of our clients by providing exceptional technical support for our products. You will work closely with our engineering and product teams to resolve complex issues, enhance product functionality, and improve overall user experience.
Responsibilities
- Provide timely and effective technical support to customers via ticket or phone.
- Address and resolve customer issues related to loan product functionality for consumer, commercial and residential real estate loans.
- Diagnose and resolve issues by replicating problems, collecting logs, and utilizing debugging tools.
- Collaborate with the product team to escalate and resolve critical issues.
- Develop an in-depth understanding of our products and stay updated with new features and enhancements.
- Create and maintain detailed documentation, including troubleshooting guides, FAQs, and knowledge base articles.
- Act as a customer advocate by providing feedback to product and engineering teams based on customer interactions.
- Continuously identify opportunities to improve support processes, tools, and workflows.
Requirements
- Bachelor’s degree in Business Administration, Information Technology, or a related field, or equivalent work experience.
- 5+ years of experience in a Loan support role, preferably in the fintech industry.
Benefits
- $60,000 - $75,000 Annual Salary
- Annual Cash Bonus and Equity Options commensurate with the role level and experience
- 100% Fully Remote
- Robust 401(k) plan with company match
- Insurance - Health, Dental and Vision (Nymbus covers 100% of the Basic Dental premiums)
- Flexible Paid Time Off
