Software Support Analyst

Application Support Analyst

Vergent LMS engineers a market-leading SaaS lending platform that empowers lenders to manage their retail and online lending operations through a sophisticated software suite featuring data-rich dashboards and enhanced analytical reporting, powered by its AI and machine learning capabilities. With talented employees nationwide and offices in Ridgeland, Mississippi and Plano, Texas, Vergent LMS is one of America's fastest-growing privately held companies and has been listed on the Inc. 5000 list for seven years. From small business startups to enterprise-scale corporations, Vergent's innovative technology solutions power the lending operations of a diverse portfolio of clients located in the US, Canada, and Central America.

At Vergent LMS, we take our work seriously, but we don't take ourselves very seriously, with employee recognition, frequent company-supported events, and a company culture that is second to none. If you're passionate about what you do, but you want to be a part of a company that values its employees and has built a culture around the concept of "work-life balance," then Vergent LMS is your career destination.

As an Application Support Analyst, you will join a dedicated team of customer support professionals responsible for the initial review, troubleshooting and testing of all client support requests. This role requires the ability to provide critical, real-time analysis and problem-solving solutions to our software clients by asking applicable questions and retracing the steps and processes utilized by the customer to identify the potential cause of their reported problem. Once the problem is determined, the analyst may decide if collaboration with other quality assurance and software development teams is necessary to provide the optimal solution. Your responsibilities will include developing an intimate knowledge of the features, functionality, and security of our industry-leading loan management software in addition to maintaining an ongoing awareness of over 60+ external connections to vendor partner software products which expand our software's capabilities.

Essential Functions

• Take ownership of incoming issues/requests from customers with a sense of urgency.
• Must be capable of troubleshooting the cause of a reported problem by walking through the client's steps leading up to the problem, reproducing the reported problem within Vergent's software test environment, and finally, documenting (in detail) the steps taken, including the course of action taken to resolve the problem.
• Must possess strong communication and critical thinking skills and be able to ask the correct questions necessary for testing a reported problem and providing a potential solution.
• Must be willing and able to stay abreast of new company software and updates.

Competencies

• Ability to take initiative related to the software and its updates
• Document configuration and editing experience
• Proficiency in Adobe Acrobat
• Strong time management skills
• Intensive customer focus
• Problem solving and analysis
• Product knowledge
• Quality focus
• Collaborative team building
• Active listening
• Multi-tasking
• Must be punctual and able to work the established hours
• 2 or more years of experience as a software support analyst

Work Environment

This job operates in a casual office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Company Benefits

• Employee recognition program
• Flexible schedules
• Casual dress code
• Health insurance
• Dental/vision
• Parental leave
• 401K & 401K matching
• Long-term disability (100% covered)
• Life insurance (100% covered)
• Supplemental insurance
• Coffee and snacks provided

Qualifications

Behaviors

Required: Functional Expert: Considered a thought leader on a subject

Preferred: Dedicated: Devoted to a task or purpose with loyalty or integrity

Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Team Player: Works well as a member of a group

Motivations

Preferred: Goal Completion: Inspired to perform well by the completion of tasks

Self-Starter: Inspired to perform without outside help

Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals