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Client Support Desk Analyst
full-time•Augusta, Cheyenne, Tallahassee, Columbus, Richmond, Montgomery, Lincoln, Baton Rouge, Pierre, Springfield, Jefferson City, Indianapolis, Des Moines, Bismarck, Madison, Atlanta, Helena, Carson City, Concord, Oklahoma City, Salt Lake City, Columbia, Charleston, Washington, Little Rock, Saint Paul, Dover, Phoenix, Frankfort, Nashville, Jackson, Raleigh, Topeka, Boise, Austin
Summary
Location
Augusta, Cheyenne, Tallahassee, Columbus, Richmond, Montgomery, Lincoln, Baton Rouge, Pierre, Springfield, Jefferson City, Indianapolis, Des Moines, Bismarck, Madison, Atlanta, Helena, Carson City, Concord, Oklahoma City, Salt Lake City, Columbia, Charleston, Washington, Little Rock, Saint Paul, Dover, Phoenix, Frankfort, Nashville, Jackson, Raleigh, Topeka, Boise, Austin
Type
full-time
Experience
2-5 years
About this role
About defi SOLUTIONS:
It’s an exciting time to join defi!
defi SOLUTIONS is a pioneer in end-to-end, SaaS loan originations, servicing, and managed servicing solutions. Our customers include the highest-volume captive auto lenders, banks, credit unions, and finance companies in North America. We have more than three decades of experience helping lenders reduce time-to-market, streamline operations, and customize lending processes with proven, scalable performance. Learn more at defisolutions.com and follow us on LinkedIn.
About the Role:
In this position, you will work in a fast-paced environment and interface directly with system administrators and key business decision makers. You will be the "Face of defi SOLUTIONS" in supporting and providing analysis to our clients, who include some of the largest lenders in the United States. In this challenging, hands-on role, you will help defi deliver the next generation lending experience for our clients through collaboration, resolving issues, answering questions, and gathering feedback. This is a Level 2 Technical Support role supporting defi's Auto Loan Originations and Servicing Products.
By working directly with clients and internal stakeholders, you can help shape software requirements, build relationships, and directly contribute to the business goals. Your contributions correlate to recognition and growth opportunities within the organization.
The Client Service Desk is the hub of the organization as we interact with multiple departments and levels within the organization. This position provides exposure to new software and the ability to work with and influence others.
Essential Job Responsibilities:
- Review client configurations and business processes to address challenges and satisfy business needs.
- Analyze, troubleshoot, and resolve complex application issues.
- Triage cases to isolate issues and determine priority and resolution path.
- Identify opportunities to enhance client product experiences.
- Effectively interact and communicate with internal stakeholders to deliver on client expectations.
- Advocate for clients by escalating urgent requests and efficiently prioritizing cases.
- Determine resolution or alternatives, develop and implement solutions, or engage appropriate resources.
- Identify roadblocks and drive progress to resolution.
- Efficiently manage assigned cases and prioritize workload to meet Internal and client SLAs.
- Perform other duties as required.
Required Qualifications:
- Minimum of two (2) years' experience in lending, financial services, technology, and/or SaaS companies
- Experience working in high volume case or ticketing queues.
- Basic SQL query abilities/experience
- Excellent critical thinker; demonstrating strong problem-solving skills.
- Analytical and process oriented.
- Detailed and thorough.
- Excellent oral and written communication skills.
- Demonstrates accountability and personal ownership.
- Self-starter with a passion for client satisfaction
Preferred Qualifications:
- ServiceNow experience preferred.
Affirmative Action/EEO statement:
defi SOLUTIONS is an Equal Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.
What you'll do
- The Client Support Desk Analyst will review client configurations, analyze and resolve application issues, and interact with internal stakeholders to meet client expectations. This role involves advocating for clients and managing cases to ensure timely resolutions.
About defi AUTO LLC
defi SOLUTIONS is a pioneer in end-to-end, SaaS loan originations, servicing and managed servicing solutions.
Our customers include the highest volume captive auto lenders, banks, credit unions, and finance companies in North America.
We have more than three decades of experience helping lenders reduce time-to-market, streamline operations and customize lending processes with proven, scalable performance.
Ready to join defi AUTO LLC?
Take the next step in your career journey
Frequently Asked Questions
What does a Client Support Desk Analyst do at defi AUTO LLC?
As a Client Support Desk Analyst at defi AUTO LLC, you will: the Client Support Desk Analyst will review client configurations, analyze and resolve application issues, and interact with internal stakeholders to meet client expectations. This role involves advocating for clients and managing cases to ensure timely resolutions..
Is the Client Support Desk Analyst position at defi AUTO LLC remote?
The Client Support Desk Analyst position at defi AUTO LLC is based in Augusta, Maine, United States and Cheyenne, Wyoming, United States. Contact the company through Clera for specific work arrangement details.
How do I apply for the Client Support Desk Analyst position at defi AUTO LLC?
You can apply for the Client Support Desk Analyst position at defi AUTO LLCdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.