Application Support Specialist

Settlor Inc - D2U
3840 N York St
Denver, CO 80205, USA

Settlor Inc - D2U
3840 N York St
Denver, CO 80205, USA

Settlor is a fast-growing software company focused on building innovative solutions for the title, escrow, and real estate industries. We are looking for an Application Support Specialist who loves solving puzzles, designing and operating recurring workflows, and most importantly, helping people. You do not have to be an application or software guru, but you do need to enjoy continuous learning and supporting others.

In this role, you will interact directly with the users of our platform, show them how to overcome any obstacles they run into, and ultimately help them fall in or stay in love with our Company and our software.

As an Application Support Specialist, your impact is immediate. Working from a dynamic support queue alongside a highly collaborative team, you won't just offer quick fixes; you will actively investigate user inquiries to understand the "why," meticulously document root causes, and hand off well-defined problems to our product and development teams. By turning user challenges into technical solutions, you will directly drive our product's evolution and our customers' success.

Our hope is that you will develop such a passion for helping our users that you will aspire to grow into an even more customer-integrated role as part of our Onboarding and Customer Success teams.

Regardless of what you aspire to do, this role is your launch pad; it is the starting line to take on new responsibilities, to learn new skills, and to move up into more strategic and creative positions - assuming you are the star we are looking for . . ! And we would expect your advancement to happen sooner rather than later as there is no shortage of opportunities  built this role to be a foundational position from which you can grow into almost anywhere in the Company.

Show us what you can do, and the sky is the limit.

• Impact
  :
  Your work directly influences our customers’ experience with our platform and our company and is foundational to our long-term growth and evolution.
• Culture
  : A collaborative, "no-ego" environment where we celebrate wins and learn from losses. We purposefully operate in a hybrid-office environment because we believe in the power of teams and relationships, and we have learned that both are best built and nurtured in-person.
• Customer-Centric
  :
  We build for the long haul by prioritizing solutions to real-world challenges for our customers. Your work ensures we evolve in lockstep with our users’ needs, creating a product they truly love and trust.
• Self-funded and privately-held
  :
  Not looking for hyper-growth on an aggressive timeline. We want to build an organization thoughtfully and strategically, with solid processes and culture.

• Customer Engagement
  :
  Interact with users and customers via telephone, email, online chat, or in person to provide support and information on an assigned product or service.
• Strategic Resolution
  :
  Ensure that appropriate actions are taken to resolve user and customer problems and concerns. You will act as the first line of defense and elevate critical issues to developers and other team members as needed.
• Product Evolution
  :
  Analyze user and customer complaints and suggestions to recommend actionable product revisions.
• Cross-Functional Implementation
  :
  Work directly with the team to assist with the onboarding, implementation, and training of new clients.
• Content & Strategy
  :
  Assist with the development of client success strategies and create helpful, clear customer support content.
• Account Administration
  :
  Maintain user and customer accounts and records of interactions with detailed notes on inquiries, complaints, or comments.