Application Support Analyst

First Help Financial (FHF) is one of the fastest growing companies in the US. We help first-time buyers get a car by offering flexible financing options and native-language support. Our mission is to help overlooked consumers get access to financing and make smart financial decisions. Through flexible financing options and tri-lingual support, we offer consumers an easier way to finance their first car. From our Boston and Phoenix offices, we lend to and support our portfolio which has consistently grown 35% each year over the last five years. Our exponential growth also comes with financial stability as a company.

Here you will find hard-working coworkers that are experts in their jobs and dedicated to their customers. We hold ourselves to the highest standards of professionalism but also enjoy work with benefits that are geared towards making you successful in life and comfortable at work.

Your Title: Application Support Analyst

Your Location:
Remote

You Report To: Engineering Manager

Schedule: Monday to Friday 12:30pm- 9pm EST (9:30am- 6pm PST)

Compensation: $68,000+ plus bonus!

First Help Financial, voted and certified as a “Great Place to Work” by our workforce for three years in a row, is adding a new partner to our Engineering department to accommodate our remarkable growth! An Application Support Analyst provides front-line technical support to our internal teams and dealers. Your primary function is to answer support tickets and remotely assist with whatever technical or procedural issues the internal teams or the dealers may be facing and bring them to a successful conclusion.

Learn more about our awesome Engineering team

You must have high-level interpersonal skills and the ability to diagnose and solve complex issues from a remote location.

What You Will Do:

Your duties include, but are not limited to:

• Serve as the initial point of contact for Loan Originations related support tickets created by internal teams and dealers.
• Provide timely and effective support to address inquiries and issues related to loan origination processes.
• Offer support through various channels, including phone, web meetings, remote access, and email, to troubleshoot and resolve complex software product issues and critical escalations.
• Act as an expert in providing technical or operational training and guidance to internal teams and dealers to enhance their understanding and usage of software products.
• Replicate reported issues to ensure accurate understanding and coordinate with Development, QA, and other teams to deliver effective and timely solutions.
• Recommend and implement workaround solutions, leveraging significant working knowledge of the products, to address issues promptly and efficiently.
• Manage expectations and strive to deliver successful resolutions within the specified timeframes outlined in Service Level Agreements (SLAs).
• Document product defects and feature requests, maintaining a clear and concise record of actions taken on open cases and logging resolutions.
• Participate in an on-call schedule to provide support during off-hours, weekends, and holidays, ensuring continuous and reliable support coverage.
• Maintain documentation, instructions, settings, and contribute to the knowledge base to facilitate efficient issue resolution and enhance team knowledge.

What You Bring:

• Minimum 2+ years of hands-on experience in supporting SaaS/PaaS based web-hosted applications.
• Up-to-date knowledge of scripting/application programming and debugging, with proficiency in at least one of the following: JavaScript, Java, or Python.
• Firm grasp of Structured Query Language (SQL).
• Experience with case management/CRM software, such as Salesforce or JIRA.
• Proficient in troubleshooting within modern browsers using Developer Tools.
• Ability to quickly comprehend new software features and become a Subject Matter Expert (SME) for effective diagnosis and troubleshooting.
• Preferred experience in working with Loan Origination Platforms and Dealer-facing applications.
• Superior communication skills and telephone manner to deliver and lead technical support for a diverse user base with varying technical capabilities.
• Well-developed listening skills to identify concerns and technical problems effectively.
• Excellent diagnostic and technical analysis skills for problem resolution and troubleshooting of application issues.
• Ability to quickly isolate application software issues by cross-referencing against changes in software, environments (test vs. prod), and other relevant scenarios.
• Ability to multitask, work, and respond effectively under pressure.
• Willingness and ability to work flexible hours, including early start/end times and off-hours, to meet operational demands.