Client Support Desk Analyst

Job Description

Job Description

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 supporting defi's Auto Loan Originations and Servicing Products. 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 Application Support position, not an IT Help Desk role.  Candidates should have experience troubleshooting business applications, analyzing data, and supporting software products. This role does not focus on desktop support, hardware repair, password resets, or general IT infrastructure support.

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
• Support software QA testing and validation
• Perform other duties as required

Required Qualifications:

• Minimum of three to five (3-5) 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
• Loan Servicing experience preferred
• Accounting 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.