At Beyond Finance, we've made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, a culture focused on compliance and ethics, supportive user-centric technology, and customized financial solutions, we've helped over 300,000 clients on their path to a brighter future.
While we're proud of what we've already accomplished, we're searching for new collaborators to help us get to the next level! If you're looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.
About the Role
We are seeking an IT Support Lead to support Beyond Finance’s ambitious growth. 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.
We’re a Chicago-based company looking for candidates willing to come into our downtown office 3 days a week. Enjoy in-person team collaboration, mentorship, and catered lunches — not to mention a free fitness center and relaxation lounge! If you're not Chicago-based, we can offer relocation as well!
What You'll Do
The IT Support Lead will help
- 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.
What We Look For
- 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.
Why Join Us?
While you make a difference for others, we’ll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:
- Considerable employer contributions for health, dental, and vision programs
- Generous PTO, paid holidays, and paid parental leave
- 401(k) matching program
- Merit advancement opportunities
- Career development & training
And finally, our team spirit and culture! We cultivate an environment of community, connection, and belonging across our entire organization.
Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions. No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance HR team. No placement fee will be paid to any third party unless such a request has been made by the Beyond HR team.
What the Team is Saying
What We Do
Grow along with our rapidly expanding organization and help us build and serve up customized, unique technological and client service solutions! We’re pushing the boundaries of what a debt consolidation company can offer.
But our mission to uplift isn’t limited to our clients — we know our people deserve to be elevated to their highest potential through growth opportunities, a healthy work-life balance, and continued support.
Why Work With Us
Our people make a real impact — on our organization as a whole, but also on the lives of thousands of Americans. Beyond Finance offers you the chance to have your voice heard, help people, and grow in a collaborative, uplifting environment.
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Beyond Finance Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We offer a choice between hybrid, remote and in-office work models so you can be where you feel you’ll be the most productive and happy! A few times a year, we gather for in-person departmental meetups, allowing us to share progress and collaborate.
