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Customer Support Representative

at Apiture • Wilmington, NC

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Our Gist:

We are an open API banking platform, focused on creating cutting-edge technology for financial institutions. The platform allows banks the fast and flexible deployment of features that their customers have come to expect—mobile-focused, user-centric, convenient and secure. Join us, and start dreaming of new ways to be at the center of your customers’ financial lives.

The Customer Support Representative (CS Rep) reports to the Director of Customer Support and is directly responsible for the support of financial institutions utilizing the Apiture software. The CS Rep will be made aware of issues through calls, tickets and emails, and will be responsible for diagnosing production level issues, spotting trends and working with internal staff and vendors to get resolution for the customer. The CS Rep will also help to serve as a mouthpiece for users and customers, aiding the Product team in determining how best the system can be made more user-friendly.

We have this crazy, thrill-seeking goal to revolutionize banking, through an open architecture built natively for the next-generation of serverless, cloud-based technologies, providing financial customers infinite scalability, availability, and transparency. We are moving fast, thinking big, and need your leadership to serve on the front lines of the revolution.

Our Locale:

As if waking up every morning to the sand and surf of Carolina beaches and the Cape Fear Riverfront against an azure sky wasn’t awe-inspiring enough, we offer an inspired workplace, too. We have a beautiful, newly built-out office in mid-town Wilmington, on Live Oak Bank’s campus. We offer a very generous compensation and benefits package, onsite gym, social events, and the opportunity to work with some of the smartest and energetic people you’ll find anywhere. While you may have not heard of us yet, rest assured – over four hundred financial institutions and tens of millions of customers rely on us to power some of the most innovative and important pieces in the financial industry. We’re backed by some of the biggest and most well-respected names in finance, and we’re growing – fast.

Your Vibe:

  • Handle calls from financial institutions in a friendly, resolution-oriented manner.
  • Work helpdesk tickets by responding quickly, prioritizing issues, developing and employing work arounds to immediately solve user problems and communicating resolution to affected users.
  • Spot trends among tickets in order to identify the root cause of issues.
  • Work with the Product, QA and Development teams to ensure larger, underlying issues are addressed in a timeliness corresponding to their priority level.
  • Work with the Product team to help inform future enhancements—conveying what customers have said would improve the product, as well as an idea of priority for these enhancements.
  • Ensure compliance with Apiture policies, standards and procedures.
  • Other functions as necessary.

Your Rhythm:

  • Ability to work in a fast paced environment where constant prioritization is essential.
  • Strong written and verbal communication skills.

Your Composition:

  • Bachelors degree preferred or commensurate industry experience
  • Some experience with customers in a support capacity

Physical Demands:

  • Vision, hearing, speech, movements requiring the use of wrists, hands and/or fingers
  • Able to sit, stand, stoop and bend
  • The ability to work the days and hours required to fulfill the essential functions of the position

Mental Demands:

  • Learning, thinking, concentration
  • The ability to interact with others and exercise self-control
  • The ability to work under stressful conditions, particularly in customer situations
  • The ability to make decisions and exercise discretion, when necessary

Are you up for the challenge?

 Apply today!