Support Analyst

We provide technology that community financial institutions use to manage risk and drive growth. Our solutions automate key processes – from anti-money laundering to fraud detection to CECL readiness to lending workflows – empowering our customers by addressing their Enterprise Risk Management needs.The Product Support Analyst will be accountable for driving the resolution of product issues from start to finish, through a documented process, and ensuring the highest level of customer satisfaction. The Product Support Analyst will be an asset to the brand and must represent the company in a professional and courteous manner. This person will report to the Senior Manager of Technical Support. This position will be located at our office in Raleigh, NC, Austin, TX, or remote.What You'll Do:Maintain expert domain knowledge in bank and accounting products, as well as any new productsResolve support requests and enhancements that come in through any of our support channels such as email, web or phoneCall and communicate with customers about support requests and enhancements Ensure a fast time to contact and time to resolution on all support issues, as well as the highest level of customer satisfactionCollaborate and communicate with support team members (including product, integration and consultants) to troubleshoot customer issuesAssist in related customer projects, such as financial data entry, maintaining and updating the website customer FAQs, and testing customer support enhancements to the websiteProvide critical feedback and recommendations for process improvementWhat You'll Need: Bachelor’s degree in Finance, Economics or equivalent years of experience2+ years technical customer service experience preferred High energy, can-do attitude, with commitment to excellent customer serviceA team player attitude and willingness to learnExcellent communicationOccasional travel required for team events to support engagement, relationship-building, and key decision-making.What You'll Get: Market competitive total rewards packageTo be part of the Heart & SOUL of a winning company with an inspiring missionThe opportunity to Make Big Things HappenCompetitive salary along with full health benefits with an HSA optionFlexible PTO and bank holidays401(k) plan and company matchWe are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, age, genetic trait, sexual orientation, national origin, disability status, or any other characteristic protected by law. Abrigo is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at with the subject line accommodation