Job Description
Note: The job is a remote job and is open to candidates in USA. Velera is the nation’s premier payments credit union service organization and an integrated fintech solutions provider. The IT Support Analyst I is responsible for providing first-level support through multiple channels from employees and clients, handling incidents or service requests, and assisting with technical support questions. Responsibilities Serve as the first point of contact for customers seeking technical assistance over the phone or email Perform remote troubleshooting through diagnostic techniques and pertinent questions Determine the best solution based on the issue and details provided by customers Walk the customer through the problem-solving process Direct unresolved issues to the next level of support personnel Provide accurate information on IT products or services Record events and problems and their resolution in logs Follow-up and update customer status and information Pass on any feedback or suggestions from customers to the appropriate internal team Identify and suggest potential improvements to procedures Skills Minimum High school diploma or equivalent combination of education and experience in Information Technology, Computer Science, or related field HDI certification required within 1 year of hire Exceptional customer service and troubleshooting skills across all areas of IT Strong customer-first ethic Extensive experience working in a team-oriented, collaborative environment Strong understanding of IT service management principles and practices Proficiency in Windows operating systems and common business applications Knowledge of networking concepts and enterprise ticketing systems Industry specific certification HDI, MCP, Network+ and A+ certification preferred 1 – 2 years of providing IT technical support via phone, chat and/or email preferred Benefits Competitive wages Medical with telemedicine Dental and Vision Basic and Optional Life Insurance Paid Time Off (PTO) Maternity, Parental, Family Care Community Volunteer Time Off 12 Paid Holidays Company Paid Disability Insurance 401k (with employer match) Health Savings Accounts (HSA) with company provided contributions Flexible Spending Accounts (FSA) Supplemental Insurance Mental Health and Well-being: Employee Assistance Program (EAP) Tuition Reimbursement Wellness program Company Overview Velera provides financial technology and processing solutions for credit unions. It was founded in 1977, and is headquartered in St. Petersburg, Florida, USA, with a workforce of 1001-5000 employees. Its website is