Customer Support Engineer

Headquarters: Seattle, WA
URL: https://downhomesolutions.com

Ready to make a real difference in the world helping not for profits make loans to community based projects and people in need? 

DownHome Solutions seeks to fill a full-time, remote, technical support role. Candidates should be available to work in the East Coast time zone at 8am, and will join our small, fully remote, support team located across the country.

Our staff supports nonprofit organizations around the US and the world that make social-good loans to people in need, like small business loans, payday loan alternatives, and first-time home buyer loans.

Please note: This is a US based role only

Who you are:

The ideal candidate will be friendly, flexible, and experienced with lending. Familiarity with technology is required; technical support experience, and experience in microfinance or community lending is preferred. Good candidates should also have strong critical thinking and problem solving abilities. It is essential that candidates be customer-focused: our clients nationwide depend on our personable, patient, and courteous software support online and over the phone. 

Responsibilities:

• Develop a thorough working knowledge of the software platform and our customer base of community lenders

• Provide end-user support via Zoom, email, and other online support tools

• Troubleshoot reported issues and coordinate solutions with other support staff and the development team

• Perform manual software QA testing

• Participate in team meetings to advance customer support and software development

• Other tasks as assigned, we encourage you to find a fit for your skills. Most team members choose an additional specialty to grow into. For instance: sales and marketing, web design, data analytics, accounting, compliance, QA testing, etc.

Required Skills/Experience:

• Strong English communication, analytical, and technical skills with excellent time management

• Experience serving multicultural clients

• Excellent people skills and ability to collaborate in diverse, dynamic teams

• Computer skills, including proficiency in Google Suite, Excel, basic accounting.

• Bachelor's Degree in a related field or equivalent experience (preferably in business administration, accounting, finance, or community and economic development)

Desired Skills & Experience:

• Strong understanding of lending, loan origination, and loan servicing, particularly in the context of CDFI lending.  Loan servicing software experience is a plus

• Familiarity with federally funded programs relevant to the CDFI industry, such as the SBA Microloan Program, SBA Community Advantage program, EDA, USDA, CDBG, etc., including knowledge of reporting requirements

• Knowledge of Credit Bureau reporting, bankruptcy, and delinquency.

• Solid understanding of mathematical concepts related to interest, amortization, and loan servicing requirements

• Familiarity with accounting principles and various accounting applications like Quickbooks, Sage Intacct, etc.

• Spanish language proficiency, including banking vocabulary, would be a plus

Compensation and Benefits:

Salary range $60k - $85k, based on skills and experience. Excellent benefits include paid holidays; paid time off; medical, dental, and vision coverage; retirement plan with employer match; a budget to set up your home office. We are also open to a part-time candidate available mornings in EST, compensation and benefits adjusted accordingly.

Our team of software developers and support staff is fully remote and located around the globe. We keep in touch via video and Slack for a friendly and productive team experience. We are looking for kind and thoughtful people to join our team. We hope you’ll consider joining us in a role where you can do good in the world of community lending.

To Apply, follow these instructions precisely or we can’t consider your application!

1. Send an email to: jobs@downhomesolutions.com

2. Make the first word of your email subject line the password artichoke. This helps us reduce fake applications; we’d like to hire real people like you

3. In the body of your email, answer the following questions:

1. Do you currently live in a US State or Territory?

2. Are you in Eastern time, or a time zone adjacent to Eastern time?

3. Add a brief cover letter; why would you like to work with community lenders and why are you passionate about support?

4. Attach your resume as a PDF

We are an equal opportunity employer and we welcome you to apply!

To apply: https://weworkremotely.com/remote-jobs/downhome-solutions-customer-support-engineer-1