Customer Support Engineer

About the Role

The support team at DownHome Solutions is fully remote, with members located across the country. You will be expected to work in the East Coast time zone, starting at 8am, and collaborate with colleagues to advance customer support and software development. With a strong focus on customer satisfaction, you will be the primary point of contact for clients, providing personable, patient, and courteous support.

DownHome Solutions is committed to making a real difference in the world, and this role is a critical part of that mission. By supporting nonprofit organizations that provide loans to community-based projects and people in need, you will be contributing to a more equitable and just society.

What You Will Do

• Develop a thorough working knowledge of the software platform and 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 to ensure high-quality releases
• Participate in team meetings to advance customer support and software development
• Collaborate with colleagues to identify and implement process improvements
• Engage with clients to understand their needs and provide tailored support
• Develop and maintain technical documentation to support client onboarding and training
• Stay up-to-date with industry trends and emerging technologies to inform support strategies
• Participate in training and professional development opportunities to enhance skills and knowledge

What We Are Looking For

• Strong English communication, analytical, and technical skills with excellent time management
• Experience serving multicultural clients and working in a fast-paced, dynamic environment
• Excellent people skills and ability to collaborate in diverse, dynamic teams
• Computer skills, including proficiency in Google Suite, Excel, and basic accounting
• Bachelor's Degree in a related field or equivalent experience (preferably in business administration, accounting, finance, or community and economic development)
• Strong understanding of lending, loan origination, and loan servicing, particularly in the context of CDFI lending
• Experience with loan servicing software and knowledge of reporting requirements
• Familiarity with federally funded programs relevant to the CDFI industry

Nice to Have

• Spanish language proficiency, including banking vocabulary
• Experience with accounting principles and various accounting applications like Quickbooks, Sage Intacct, etc.
• Knowledge of Credit Bureau reporting, bankruptcy, and delinquency
• Solid understanding of mathematical concepts related to interest, amortization, and loan servicing requirements

Benefits and Perks

• Competitive salary range
• Excellent benefits, including paid holidays and paid time off
• Medical, dental, and vision insurance
• Opportunity to work with a mission-driven organization making a real difference in the world
• Collaborative, dynamic work environment with a fully remote team
• Professional development opportunities to enhance skills and knowledge
• Flexible work arrangements to support work-life balance

• Be prepared to discuss your experience with lending and technical support, and how you can apply those skills in a remote environment.
• Highlight your excellent communication and people skills, and provide examples of times when you have provided exceptional customer support.
• Familiarize yourself with DownHome Solutions' mission and values, and be prepared to discuss how you can contribute to the organization's goals.
• Emphasize your ability to work independently and collaboratively in a remote team environment, and your experience with tools like Zoom and Google Suite.
• Be prepared to ask questions about the company culture, team dynamics, and opportunities for growth and development.
• Show enthusiasm for the company's mission and your desire to make a positive impact in the world.