Provides first-level support for banking software through phone, email, web, and remote tools. Troubleshoots issues, configures and trains clients, documents solutions, maintains support records, and coordinates with QA, Development, and IT. The role includes customer-site installations, upgrades, occasional overnight travel, after-hours support rotation, documentation updates, and client communication. Strong customer service, technical communication, organization, networking knowledge, and familiarity with Windows are required.
This is a remote position.
Embrace Finance & Banking Group serves 1,100 institutions across North America including nearly 450 financial institutions comprising of 150+ credit unions and 250+ banks, spanning the Top 50 U.S. banks as well as community financial institutions that power regional growth.
CSPI is a pioneering SaaS company within the Embrace portfolio of companies. As a trusted partner to financial institutions for over 35 years, we have empowered community banks and credit unions with innovative solutions that drive operational excellence and enhance the customer experience.
We continue to grow rapidly and remain dedicated to helping financial institutions thrive in an increasingly digital world. We are seeking a Software Support Representative to join our team. In this role, you will provide first-level support to customers via phone, email, and web for our products. You’ll leverage your product knowledge to troubleshoot and resolve issues efficiently, ensuring clients’ systems are restored to full functionality. This position requires strong communication skills, attention to detail, and a commitment to delivering exceptional service that builds lasting client relationships.
Key Responsibilities:
- Provide first-level support for banking software to financial institution customers, including issue resolution and troubleshooting.
- Configure and train clients on software modules and provide applications.
- Participate in help desk activities, handling daily support inquiries via phone, email, or remote tools.
- Travel to customer sites for installations, upgrades, and training sessions as needed.
- Participate in after-hours support rotation once proficient in product functionality.
- Work closely with internal teams such as QA, Development, and IT to identify and resolve complex issues.
- Document support procedures and client-specific configuration steps.
- Maintain accurate records of all customer interactions using internal call tracking/reporting systems.
- Keep instructional materials and customer-facing documentation current and relevant.
- Communicate status updates and key customer concerns to management.
- Maintain a positive and professional demeanor with both customers and coworkers.
- Ensure timely submission of project updates and travel/expense reports.
- Actively pursue opportunities for skill development and knowledge expansion through hands-on involvement in field installations and software upgrades.
Requirements
- Associate degree in a related field, or
- Equivalent combination of education, training, and experience sufficient to perform the essential functions of the job.
- Experience with SQL, help desk environments, or financial institution software is a plus.
Knowledge, Skills, and Abilities:
- Working knowledge of Windows operating systems and internet browsers.
- Familiarity with internet protocols and general networking concepts.
- Ability to communicate clearly and professionally, both verbally and in writing.
- Strong customer service and interpersonal skills.
- Excellent organizational and self-management abilities.
- Able to work independently and collaboratively to resolve issues.
- Willingness to travel and participate in on-call rotation as needed.
Working Conditions:
- Typical office setting with environmentally controlled conditions.
- Ability to travel overnight on an as-needed basis.
- Extended or irregular hours may be required for on-call or installation duties.
Company Expectations:
All employees are expected to:
- Deliver high-quality work within established deadlines.
- Maintain professional and courteous communication with colleagues, clients, and partners.
- Collaborate effectively across teams and functions.
- Perform other related duties as assigned.
- Maintain consistent and punctual attendance in alignment with assigned work schedules.
Benefits
- Competitive base salary.
- Comprehensive benefits package (medical, dental, 401(k), etc.).
- Remote work flexibility with travel to client sites as needed.
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