Product Support Specialist

At Nymbus, we’re revolutionizing banking technology. Our award-winning modern core platform and cloud-based solutions help financial institutions modernize, scale, and succeed. As part of our team, you won’t just be part of a tech revolution—you’ll be at the forefront of it, driving innovation and delivering exceptional client experiences.

We are seeking a  Product Support Specialist, to support our clients. In this role you will play a crucial part in ensuring the success and satisfaction of our clients by providing exceptional support for our banking products. You will work closely with our clients and Product Support Analysts.

KEY RESPONSIBILITIES

• Customer Support: Oversee and monitor queues, file transfers, statement review to ensure accurate processing, timely delivery, user maintenance and compliance within service levels.  
• Troubleshooting: Diagnose and resolve issues by replicating problems and  collecting logs. Collaborate with the product support analysts to escalate and resolve critical issues.
• Product Knowledge: Understanding of our banking products and staying  updated with new features, enhancements.
• Documentation: Create and maintain detailed documentation, including troubleshooting guides, FAQs, and knowledge base articles, to empower customers and internal teams.
• Process Improvement: Continuously identify opportunities to improve support processes, tools, and workflows to increase efficiency and effectiveness.

• Education: Bachelor’s degree in Business Administration, Information Technology, or a related field, or equivalent work experience.
• Experience: 3+ years of experience in a banking product support role, in the fintech industry. Banking experience preferred.
• Technical Skills: Familiarity with financial systems, and related technologies is a plus.
• Communication: Excellent verbal and written communication skills. 
• Problem-Solving: Strong analytical and problem-solving skills with the ability to think critically and creatively to resolve issues.
• Customer Focus: A customer-centric mindset with a passion for delivering exceptional service and support.
• Team Player: Ability to work effectively in a collaborative team environment and build positive relationships with colleagues and customers.

SALARY & BENEFITS:

• $55,000 - $70,000 Annual Salary 
• Annual Cash Bonus and Equity Options commensurate with the role level and experience
• 100% Fully Remote
• Robust 401(k) plan with company match
• Insurance - Health, Dental and Vision (Nymbus covers 100% of the Basic Dental premiums)
• Flexible Paid Time Off