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ARIVE · 3 months ago

Customer Support Analyst

United States

Full-time

Remote

Entry Level

$45K/yr - $60K/yr

2+ years exp

ARIVE is a high-growth software startup redefining digital mortgage originations through its Wholesale Originations Marketplace. The Customer Support Analyst will provide top-tier support to customers by troubleshooting and resolving issues across multiple channels, ensuring efficient use of the ARIVE platform.

MortgagePoint of SaleSmall and Medium BusinessesSoftware

Responsibilities

Act as an initial point of contact for most user inquiries, aiming to address as much as possible, and delegating or escalating tasks which should be addressed by other teams

Provide top tier customer support through the available support channels, while appropriately addressing support volume and adjusting for priority of incoming instances. Channels include: Instant Support Chat, Emailed Support Tickets, Phone Calls, Social Media Posts (such as Facebook), Screen Sharing Meetings (such as through Zoom)

Act as a subject matter expert in ARIVE's system features, seeking complete knowledge of the system and the business use-cases the system is designed to support. Maintain awareness and expertise as new system updates, marketing materials, and internal documentation are released

Assist in maintaining internal and external knowledge base content, both written and video, such as FAQs and feature articles

Assist in bug detection, troubleshooting, and escalation via testing and replicating reported behavior and providing competent and detailed written reports to technical team members

Gather and relay client feedback, fully capturing and communicating relevant feedback details, such as business needs and impact

Serve as an internal support resource as needed for items such as investigation of inquiries raised during demos or webinars

Qualification

Customer support experienceMortgage industry knowledgeAnalytical skillsProblem-solving skillsRelationship managementTechnical backgroundCommunication skillsTime management

Required

Bachelor's degree strongly preferred, high school diploma or equivalent combination of education and experience required

Minimum of 2+ years of prior experience in customer support or similar roles

Experience working in the mortgage industry is required

Self-motivation, strong analytical and problem-solving skills, attention to detail, and ability to communicate complex written and verbal information simply

Willingness to proactively learn, practice in the software system, and independently research

Ability to thrive in an unstructured, fast-paced environment and efficiently manage time while balancing priority and quality versus quantity moment to moment

High level of integrity and a strong commitment to building a successful company and nurturing customer relationships

Calm demeanor and people skills, with the ability to maintain that demeanor under stress