Application Support Analyst

Solifi deliver a solid financial technology foundation for equipment, working capital, wholesale, and automotive finance firms. At Solifi, we believe that commerce is only as strong as the system it runs on. Our mission is to reshape finance technology by bringing together proven solutions into a singular powerful technology platform designed to help protect and scale financial organizations. We guard our customers by being precise and reliable, we guide their success by combining powerful technology with proven expertise, and we help them grow by unleashing their potential.

The Customer Support team is a collaborative, fast-paced group of professionals who use technical expertise and advanced product knowledge to provide effective solutions to our growing customer base. Solifi products are critical to our customers’ business operations, and customers depend on the team to be responsive, creative and skilled in complex problem-solving and software issue resolution.

The Application Support Analyst provides support for incidents and service requests relating to customers’ use of Solifi products. The role triages, investigates and resolves application, system, functional, financial, reporting and accounting issues, including issues that are business-critical. The analyst works remotely through the Jira Service Management support portal, telephone and web meeting technology, recommends practical solutions, and keeps customers and internal stakeholders informed through to resolution.

Solutions may include business process improvements, application configuration, system parameter changes, workarounds, revised operating procedures, user guidance, documentation, product enhancements, upgrades or additional services. The analyst also relays customer feedback to the appropriate teams and determines the best resolution approach while maintaining customer satisfaction and compliance with organizational policies, standards and procedures.

• Provide application support for Solifi customers across supported products and product versions, including enterprise financial and wholesale lending accounting solutions.
• Receive, log, triage and manage incidents and service requests from customers and internal teams; investigate the underlying problem and determine appropriate resolution, remediation or escalation actions.
• Perform structured problem determination, analysis, troubleshooting and resolution for functional, technical, financial, reporting, accounting and data-related issues.
• Provide timely, accurate updates and monitor requests through to resolution, ensuring customers and other interested parties remain appropriately informed.
• Implement or recommend solutions such as system parameter changes, application configuration, workarounds, revised procedures, user training, additional documentation, product enhancements, upgrades or additional services.
• Consult with customers on business questions and processes of moderate complexity, analyze their business needs and recommend effective use of Solifi solutions.
• Monitor application systems for issues, identify recurring problems and performance trends, and take or recommend corrective action to improve stability, performance and customer experience.
• Contribute to problem management and continuous improvement by identifying repeat issues, operational weaknesses and opportunities to improve support processes, customer workflows and service quality.
• Work cross-functionally with Customer Support colleagues globally and with Product, Engineering, Professional Services, Managed Services and other internal teams to resolve issues and improve outcomes.
• Work with internal teams to understand and document business…