• Be the Subject Matter Expert for ZenDesk and LiveVox platforms, including configuration, customization, and optimization of the platforms
• Assume responsibility for the administration and optimization of the enterprise ticketing platform (ZenDesk), including workflow customization, ticket routing, and integration with other systems and platforms
• Lead the charge on implementing new ZenDesk technologies, ensuring we are getting value out of the platform and using the full suite of capabilities offered.
• Assume responsibility for the administration and optimization of the enterprise contact center platform, LiveVox, including new queue creation, call routing, and integration with other systems and platforms
• Manage Microsoft Windows servers
• Microsoft Active Directory and group policy management and administration
• Microsoft 365 Environment Management
• Perform user administration tasks for various third-party systems
• Assist the technical teams with escalated support calls and participate in an on-call support rotation for escalated issues
• Recommend and implement upgrades/changes to improve performance, maintenance, and cost reduction
• Facilitate escalation to external vendors to aid in problem resolution
• Provide production systems support including release promotion
• Educate other Launch Servicing team members in areas of technology
• Ensure full compliance with consumer lending regulations, established procedures, and policies
• Represent and communicate the mission and values of the company
• Ad-hoc assignments, duties and special projects as assigned

• Associate or bachelor’s degree in related field. In lieu of education, leadership may consider a combination of 5 years of applicable experience and/or technical certification
• Minimum of three years related experience
• Experience supporting multiple business systems
• Proven ability to complete assignments in a timely manner while clearly communicating and measuring progress
• Experience working with technical and non-technical end users on technology issues
• Deep understanding of latest technological trends
• Previous experience in financial services or regulated industry preferred
• Ability to perform the essential functions of the job with or without direct supervision
• Ability to perform the essential functions of the position with or without accommodations

• Applicable certifications such as ZenDesk Support Administrator, ZenDesk App Developer, or similar
• An eagerness to learn and grow your leadership skills
• A drive to succeed, a sense of urgency, and a passion for your work
• An all-around team player attitude 

• 401(k) company match up to 4%
• Long Term Incentive program
• Medical, dental, and vision coverage
• Annual HSA contribution of $1,600
• Life insurance, disability, and critical illness
• Birthday holiday
• 2 floating Community Days
• Free snacks and drinks in the office
• Tuition reimbursement program
• Generous PTO, including Paid Parental Leave
• $2,000 Vacation Incentive Plan after 3 years $1,000 Sabbatical Day
• Community funds, wellness funds, and more

Equal Employment Opportunity

It is the policy of the Company to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. Reasonable accommodation is available for qualified individuals with disabilities, upon request.