Contract Customer Support Analyst (Software / FinTech Platform)
We’re partnering with an established technology company that is undergoing an exciting platform transformation and is seeking a Customer Support Analyst to help support clients through that transition.
This role is ideal for someone who enjoys solving problems, digging into the root cause of issues, and delivering an exceptional customer experience. You’ll serve as a key point of contact for users, troubleshooting software challenges, providing guidance on system functionality, and helping customers get the most value from the platform.
What You’ll Be Doing:
✅ Investigate and resolve customer-reported software issues
✅ Perform root cause analysis and identify appropriate solutions
✅ Provide clear, professional support via phone and email
✅ Escalate enhancement requests and product feedback to internal teams
✅ Create knowledge base content and user documentation
✅ Train and educate users to improve adoption and reduce repeat issues
✅ Partner with implementation and training teams as needed
What We’re Looking For:
✔ 2+ years of software or application support experience
✔ Strong troubleshooting and analytical problem-solving skills
✔ Understanding of accounting concepts such as AP, AR, financial reporting, and GAAP principles
✔ Familiarity with banking and payment processes, including ACH and wire transfers
✔ Excellent written and verbal communication skills
✔ Ability to manage multiple priorities in a fast-paced environment
✔ Self-starter who can learn quickly and work independently
✔ Proficiency with Microsoft Office Suite
Nice to Have:
➕ Experience supporting financial, accounting, or ERP software platforms
➕ Experience with Salesforce or similar CRM tools
This is a great opportunity for someone who enjoys helping customers, solving complex issues, and making a meaningful impact during a period of significant growth and change.