IT Support Lead, Beyond Finance
Debt resolution programs
Job no longer available
Debt resolution programs
501-1000 employees
Job no longer available
501-1000 employees
Company mission
To help people escape crippling debt and achieve financial freedom.
Role
Who you are
- Experience with a CRM Platform such as Salesforce
- Excellent customer service skills with the ability to work quickly and effectively
- Experience with Call Center technologies & basic home Network troubleshooting
- Some experience with SQL, ability to write simple queries
- Experience with frontline support of Operations users and third-party applications
- Experience with a major platform for ticketing and support (FreshService, Zendesk, Zoho, ServiceNow, etc.)
- Ability to troubleshoot in unfamiliar territory, provide technical support, and maintain third-party commercial SaaS applications
- Excellent written and verbal communications skills
- Proven ability to work successfully with limited supervision
- Demonstrable clarity of thought and the ability to independently navigate ambiguous situations to achieve results
- Familiarity with programming languages (Python, Powershell, Ruby, JavaScript/Node.js)
- Working experience using a variety of common SaaS apps - Salesforce, Slack, FreshWorks, etc
- Ability to translate technical concepts into business benefits for a non-technical audience
What the job involves
- You will provide strategic, innovative, and cost-effective support solutions to increase efficiency, reliability, and integration of our services and operations. You will work in a semi-autonomous and fast-paced environment
- Handle the frontline support of Beyond Finance internal users
- Oversee and maintain key Production SLA metrics such as ticket quality, response and resolution time
- Investigate and diagnose production issues
- Address agent downtime in real time
- Oversee the management of Level 1 resources (onshore and offshore)
- Accurately manage team shifts (business and after-hours) and handoffs to provide comprehensive support coverage
- Focus on user education through the use of solution articles, automated responses and knowledge base articles
- Report on ticket and SLA trends
- Escalate trends, bugs and other system errors to escalation teams
- Work closely with leadership team and other departments to regularly identify, recommend, develop, and implement process improvements to enhance the customer experience and drive team efficiency
- Build and maintain document library, training and knowledge base articles
- Provide ongoing, real-time training and support, fostering an environment of growth. Assist team members experiencing difficulties by providing active peer coaching/training on operational tasks and soft skills
Our take
In a financial landscape where consumer debt has reached record highs, Beyond Finance specializes in debt resolution services tailored to individual needs. Recognizing the complexities of personal debt, the company focuses on creating debt reduction schemes that guide consumers through the intricacies of debt consolidation and resolution, offering a strategic approach to alleviate the burden of indebtedness.
The company's debt reduction programs come equipped with financial education and tools, delivered via an individualized scheme. Importantly, this is all accessible via a mobile app, meaning Beyond's programs stand out for being incredibly easy to manage and use.
This commitment to providing simple, tailored debt resolution services underscores Beyond's dedication to helping individuals regain financial control. In its pursuit of sustained growth, the company has secured a substantial injection of capital that is poised to propel its consistent operations and fuel future growth.
Freddie
Company Specialist
Insights
Few candidates hear
back within 2 weeks
Company
Company benefits
- Generous PTO
- Competitive Health Care Plans
- 401(k) Matching
- Paid Referral Program
- Paid Parental Leave
- LifeMart Discount Program
- At-home Equipment Provisions
Company values
- Clients First: We walk with our clients every step of the way through their finanical journey, showing compassion and empathy until we help them live the debt-free life they deserve
- Best Answer Wins: We encourage differences of opinion and perspective through direct communication, collaboration and empowering people across all roles and levels. Our innovative ideas and broad range of expertise help us reach the best solution for those we serve
- Data-driven Approach: Fueled by technology and data, we are inspired to explore new ways to solve old problems. We use metrics and innovation to maximize customer satisfaction and retention
- Operate as an Owner: We are motivated to execute, deliver results and roll up our sleeves to work together for the success of our clients, our company and each other
- Elevate Others: By working together, we lift up our clients and employees to strive for excellence, reach their milestones, and accomplish their objectives
Company HQ
Chicago Loop, Chicago, IL
Articles
Leadership
Lou Antonelli
(COO, not founder)Has worked at Beyond Finance since 2019, initially as an Executive VP before becoming the Chief Operating Officer in 2020. Before joining Beyond, they were the VP and CRO at National Debt Relief and the Director of Business Relationships at Costco.
Salary benchmarks
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