Application Support Manager
About Beyond Finance
Beyond Finance is a next generation financial services company. Our goal is to provide financial peace of mind to our clients by giving them simple and transparent financial products that are customized to their individual circumstances.
We are in constant pursuit of “disruptors” that will help us get to the next level. Our workforce includes celebrated, diverse talents working towards the common objective of developing something transformational for the debt relief industry.
Our team spirit and culture are what set us apart as a company. We love what we do, and we have fun doing it.
About the Role
We are seeking an Application Support Manager to support Beyond Finance’s ambitious growth. You will provide strategic, innovative, and cost-effective solutions to increase efficiency, reliability, and integration of our services and operations. You will work in a semi-autonomous and fast-paced environment.
What You'll Do
The Application Support Manager will manage the interface between organizational users of applications, and the IT support team that manages the application. He/She will
- Review the helpdesk system to automate and optimize workflows into other support teams
- Revise the helpdesk system to change fields required per user or type of request as applicable to gather all relevant information and reduce back and forth
- Manage the onboarding/offboarding-related process for application support
- Review operational metrics of helpdesk system, identify areas requiring additional support, work with Product teams to address issues and provide feedback to developers
- Suggest/create self-service options for helpdesk users, these could include online training, documenting solutions to common problems, etc
- Manage various integrations into common applications and automate tasks as possible
- Escalate backlogged queues, remove/consolidate underutilized queues
What We Look For
- Experience with frontline support of third-party applications
- Experience with a major platform for ticketing and support (freshdesk, zendesk, zoho, service desk) etc
- Basic experience integrating the helpdesk platform with HR, Accounting, etc through scripting, SSO and minor coding
- Skills to query helpdesk system and create custom management reports for key metrics
- Excellent communication skills and ability to translate user issues to IT support teams
- Ability to troubleshoot in unfamiliar territory, provide technical support, and maintain third-party commercial SaaS applications
Why join us?
We are looking for great people to join our fast-paced, growing, and innovative business and make a positive impact.
We offer:
- Flexible PTO
- 401k with company match
- Health, dental, vision, and commuter benefits
More importantly, our team spirit and culture are what really sets us apart as a company. We’re a world-class financial technology company that loves what we do…and we have fun doing it!
*Beyond Finance is an equal opportunity Employer*
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