Help Desk Specialist

Provide first-line help desk support for lending and servicing platforms as the initial point of contact for business teams via voice and chat.

Responsibilities

• Act as the first point of contact for business support through voice and chat channels.
• Deliver general assistance and Level 1 troubleshooting for customer-facing team members using Lending and Servicing Platforms.
• Complete Level 1 troubleshooting for enterprise users involving login problems, permissions, configuration questions, and connectivity issues.
• Use the ticketing system to record reported issues, including relevant details such as steps, screenshots, and logs.
• Document findings clearly and follow established processes.
• Handle inquiries in a fast-paced environment with frequent changes driven by strategy and initiative enhancements.

Requirements

• High School Diploma or GED.
• Customer service mindset.
• Aptitude for learning financial and technical skills.
• Strong problem-solving skills, including asking the right questions and collecting complete information.
• Calm, professional demeanor when assisting clients under pressure.
• Strong attention to detail and a commitment to accurate documentation.
• Ability to manage multiple tickets simultaneously while meeting service level expectations.
• Comfort working in a high-energy call center environment with varying noise levels and frequent team interaction.
• Ability to adapt to changes in technology, processes, and business strategy.

Tools & Technologies

• Lending and Servicing Platforms
• Ticketing system

Benefits

• 10-week training program to build technical and professional skills.
• Established knowledgebase of troubleshooting and problem-solving articles.
• Hybrid schedule flexibility: mix of days and evenings, with minimum 1 Saturday per month.
• Collaborative, supportive team environment.
• Manager-to-employee feedback cycle designed to support continuous development, skill growth, and career progression.
• Regular 1:1s focused on coaching, not micromanagement.
• Health and wellbeing options including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurances.
• Up to 4% matching 401(k).
• Employee Stock Purchase Plan with a 10% share discount.
• Tuition reimbursement.
• Paid time off: 15 days’ vacation per year (prorated based on start date).
• Paid sick leave as determined by state or local ordinance (prorated based on start date).
• 11 paid holidays (including 4 floating holidays; prorated based on start date).
• Paid volunteer time: 3 days per year (prorated based on start date).

Location

• Evansville, IN (Hybrid)