Tier 2 Technical Support Specialist

December 20, 2024

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Eltropy

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Eltropy is a company that provides a unified communications platform powered by artificial intelligence. The company specializes in transforming member and customer experiences for credit unions and community banks, offering solutions that integrate seamlessly into workflows across various departments such as lending, collections, and contact centers. Eltropy's platform includes features like secure chat, video banking, text messaging, and AI agents, all aimed at improving communication and operational efficiency. With a strong focus on compliance and security, Eltropy helps financial institutions reduce fraud and optimize performance through innovative digital interactions.

Enterprise Content marketing • Omnichannel • Content Automation • Conversational Commerce • Real-time Tracking

51 - 200 employees

Founded 2013

🤖 Artificial Intelligence

💸 Finance

💳 Fintech

💰 Venture Round on 2021-06

📋 Description

• Work directly with financial institutions’ technology experts • Pinpoint and visualize bugs and failures using detailed server logs • Mentor the Level 1 Support team • Create and update instructions, procedures and customer-visible help articles • Drive product enhancements that will accelerate and facilitate customer self-onboarding and self-support • Create dashboards and alerts of problems so that we can resolve them before customers see them • Ensure the highest levels of security for external and internal communications • Strict adherence to Eltropy’s policies and procedures related to security, confidentiality, availability, and privacy;

🎯 Requirements

• Bachelor's degree in a Computer Science related field or equivalent practical experience • Understanding of networking and cloud computing. • Critical thinking ability - Passion to do whatever it takes to solve complex problems and build scalable processes • Demonstrated ability to pull a customer into an ad-hoc troubleshooting call and lead that call to resolution without support. • Be able to work independently; anticipating and resolving problems. • Highly organized with strong project management skills and attention to detail • Adept at analyzing large sets of data to generate meaningful insights • Possess strong decision-making and prioritization skills • Motivated towards working in a startup environment • Prior work experience of 5+ years in Enterprise SaaS companies in a support capacity • Working with or in a credit union • Working with mobile and web applications in the B2B space • Working with remote, global, and cross-functional teams and an understanding of SaaS business models • Participation in parts of the software development lifecycle