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Solen is a team of software operators that invest in software and work alongside founders to accelerate growth.
Technical Account Specialist
Location
United States
Posted
65 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Technical Account Specialist
Solen Software Group
Technical Account Specialist Department: Customer Support | Location: Fully Remote | Type: Full-Time About FMSI FMSI is a fintech SaaS company purpose-built for banks and credit unions. Our products help financial institutions improve branch operations, reduce wait times, and deliver better experiences for their customers. We've been trusted by financial institutions across North America for over two decades, and we're growing. Role Overview We're looking for a Technical Account Specialist to join our Support team. In this role, you'll be the primary point of contact for FMSI customers experiencing technical issues with our platforms. You'll own the customer experience from first contact through resolution — triaging problems, troubleshooting directly, and coordinating with our engineering team when deeper fixes are needed. You'll also play a key role in ensuring customers feel heard, informed, and confident throughout the process. This is a great opportunity for someone early in their career who enjoys solving problems, communicating clearly with customers, and working in a fast-moving SaaS environment. You'll have a clear path to grow into a senior TAM or team lead role as FMSI scales. What You'll Do Customer Support & Troubleshooting - Serve as the Tier 1 and Tier 2 point of contact for inbound customer issues related to the FMSI platforms, including OneCX, Appointments, Lobby, Analytics, and Staff Scheduler - Triage, diagnose, and resolve technical issues through your own troubleshooting before escalating to engineering - Manage and maintain tickets in the ticketing system (Zoho Desk, YouTrack), ensuring accurate documentation, timely updates, and clean resolution notes - Conduct video calls with customers to walk through issues, provide status updates, and confirm resolution Customer Communication & Relationship Management - Keep customers proactively informed throughout the lifecycle of their support request — no one should have to chase you for an update - Follow up post-resolution to confirm customer satisfaction and close the loop on every ticket - Maintain accurate customer records and interaction history in the appropriate tools (Zoho Desk, YouTrack) - Build strong working relationships with accounts to support retention and satisfaction goals Engineering Collaboration - Clearly document and escalate bugs, platform issues, and feature gaps to the engineering team with sufficient technical detail to enable fast resolution - Track escalated issues through to resolution and communicate updates back to the customer throughout - Contribute to the internal knowledge base by documenting recurring issues, workarounds, and resolution steps Performance & Growth - Consistently meet or exceed team benchmarks for ticket resolution time and customer satisfaction (CSAT target: 95%+) - Contribute to customer retention by delivering a support experience that reinforces the value of the FMSI platform - Take on mentorship responsibilities as the team grows, supporting newer team members with onboarding and day-to-day guidance What You Bring Required - 1–2 years of experience in a technical support, account management, or customer success role at a SaaS company - Hands-on experience troubleshooting SaaS platform issues — you're comfortable digging into a problem before escalating - Strong written and verbal communication skills; you can explain technical concepts clearly to non-technical users - Experience working with a ticketing system and a CRM (Zoho and YouTrack) - Comfortable working fully remotely and managing your own time and workload effectively - A customer-first mindset — you genuinely care about solving problems and leaving customers better off than you found them Preferred - Experience supporting customers in the banking, credit union, or financial technology space - Familiarity with branch operations, workforce management, or appointment scheduling workflows - Prior exposure to working cross-functionally with an engineering or product team How We'll Measure Success In your first 6–12 months, you'll be tracking toward: - Ticket resolution time consistently at or below team benchmark - CSAT score of 95% or higher across your ticket volume - Measurable contribution to customer retention within your assigned accounts - Engineering escalations that are well-documented, accurate, and actionable — reducing back-and-forth Why FMSI - Purpose-built product with a clear market and a customer base that relies on us daily - Small, focused team where your contributions are visible and your growth is real - Fully remote with a culture built around accountability and results, not hours logged - A company in an active growth phase — the people joining now will shape what we become
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Integration Systems Analysis Specialist
Lincoln FinancialWe help people confidently plan for their version of a successful financial future.
Alternate Locations: Work from Home; Charlotte, NC (North Carolina); Fort Wayne, IN (Indiana); Omaha, NE (Nebraska) Work Arrangement: Remote : Work at home employee residing outside of a commutable distance to an office location. Relocation assistance: is not available for this opportunity. Requisition #: 75915 The Role at a Glance We are excited to bring on an Integration System Analysis Specialist! As a Specialist, you will perform and deliver on routine assignments and projects while applying knowledge of your assigned areas of responsibility. You will support the integration of customer systems using Lincoln Financial’s API capabilities, collaborating with internal and external stakeholders to coordinate activities, facilitate API integrations, and test and validate API solutions. What you'll be doing - You will maintain knowledge of current and emerging trends in your assigned areas of responsibility, assess their impact, and collaborate with management to incorporate new developments into future solutions. - You will promote and support organizational initiatives by positively influencing change management and departmental or enterprise-wide efforts. - You will perform and deliver on routine assignments and projects while applying knowledge of your assigned responsibilities. - You will identify and communicate process improvements that reduce workloads or enhance quality. - You will manage and deliver low‑complexity API integrations, ensuring client needs are met and business objectives are achieved. - You will review clients’ plan designs and documents to determine the tasks required for successful API integrations. - You will act as a liaison between internal teams and third‑party vendors to ensure all stakeholders understand the setup required for successful system integrations. - You will administer data‑collection sessions with third‑party vendors to gather all API integration requirements and details. - You will collaborate with internal teams to test and validate technical designs and capabilities that support improved API solutions. - You will provide input on project plans, test plans, and integration plans to relevant project team members and internal stakeholders. - You will support planning meetings, assist with case positioning and proposals, and contribute to preparation for finalist sales presentations. - You will apply foundational knowledge of API integrations and data mapping processes to communicate effectively with technical teams and troubleshoot integration issues. - You will identify and resolve internal and external stakeholder concerns in a timely and collaborative manner. - You will support and execute new integration processes and procedures to enhance operational efficiency and deliver greater value to external customers. What we’re looking for - 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's) (Minimum Required) - 1 - 3+ Years of experience in operations and/or insurance/benefits directly aligned to the specific responsibilities of this position. (Required) Application Deadline What’s it like to work here? At Lincoln Financial, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future. What’s in it for you: - Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes - Leadership development and virtual training opportunities - PTO/parental leave - Competitive 401K and employee benefits - Free financial counseling, health coaching and employee assistance program - Tuition assistance program - Work arrangements that work for you - Effective productivity/technology tools and training The pay range for this position is $55,700 - $100,200 with anticipated pay for new hires between the minimum and midpoint of the range and could vary above and below the listed range as permitted by applicable law. Pay is based on non-discriminatory factors including but not limited to work experience, education, location, licensure requirements, proficiency and qualifications required for the role. The base pay is just one component of Lincoln’s total rewards package for employees. In addition, the role may be eligible for the Annual Incentive Program, which is discretionary and based on the performance of the company, business unit and individual. Other rewards may include long-term incentives, sales incentives and Lincoln’s standard benefits package. About The Company Lincoln Financial (NYSE: LNC) helps people to confidently plan for their version of a successful future. We focus on identifying a clear path to financial security, with products including annuities, life insurance, group protection, and retirement plan services. With our 120-year track record of expertise and integrity, millions of customers trust our solutions and service to help put their goals in reach. Lincoln Financial Distributors, a broker-dealer, is the wholesale distribution organization of Lincoln Financial. Lincoln Financial is the marketing name for Lincoln Financial Corporation and its affiliates including The Lincoln National Life Insurance Company, Fort Wayne, IN, and Lincoln Life & Annuity Company of New York, Syracuse, NY. Lincoln Financial affiliates, their distributors, and their respective employees, representatives and/or insurance agents do not provide tax, accounting or legal advice. Lincoln is committed to creating an inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Follow us on Facebook, X, LinkedIn, Instagram, and YouTube. For the latest company news, visit our newsroom. Be Aware of Fraudulent Recruiting Activities If you are interested in a career at Lincoln, we encourage you to review our current openings and apply on our website. Lincoln values the privacy and security of every applicant and urges all applicants to diligently protect their sensitive personal information from scams targeting job seekers. These scams can take many forms including fake employment applications, bogus interviews and falsified offer letters. Lincoln will not ask applicants to provide their social security numbers, date of birth, bank account information or other sensitive information in job applications. Additionally, our recruiters do not communicate with applicants through free e-mail accounts (Gmail, Yahoo, Hotmail) or conduct interviews utilizing video chat rooms. We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone, live video or in-person interview. Please contact Lincoln's fraud team at fraudhotline@lfg.com if you encounter a recruiter or see a job opportunity that seems suspicious. Additional Information This position may be subject to Lincoln’s Political Contribution Policy. An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincoln’s current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities. Any unsolicited resumes or candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial are considered property of Lincoln Financial and are not subject to payment of agency fees. Lincoln Financial ("Lincoln" or "the Company") is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex, age, national origin or disability. Opportunities throughout Lincoln are available to employees and applicants are evaluated on the basis of job qualifications. If you are a person with a disability that impedes your ability to express your interest for a position through our online application process, or require TTY/TDD assistance, contact us by calling 260-455-2558. This Employer Participates in E-Verify. See the E-Verify notices. Este Empleador Participa en E-Verify. Ver el E-Verify avisos.



