Join the People Helping People Velera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service. The Opportunity The IT Support Analyst I is responsible for providing first-level support through multiple channels from employees and clients and handling the resulting incidents or service requests, using the incident management and request fulfillment processes. The IT Support Analyst I assist with technical support questions regarding issue status, password resets, software issues, system and network status, change inquiries, and general questions via telephone, chat, and ServiceNow. Analysts follow knowledgebase articles and solve technical problems on computer hardware equipment, software, computer devices, components, network devices, and network connectivity. This includes Microsoft Windows Operating System, MAC OS, desktops, laptops, printers, servers, MS Office products, O365, and various vendor-provided software platforms. Several tools are utilized to meet these tasks such as inbound and outbound phone calls, remote access to client PCs, 3rd party admin applications and email. Analysts work closely with leadership to continuously improve customer support and satisfaction. Additional responsibilities include participation in data recovery operations and continuous improvement efforts. Day in the Life - 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. Qualifications - Minimum High school diploma or equivalent combination of education and experience in Information Technology, Computer Science, or related field. - Industry specific certification HDI, MCP, Network+ and A+ certification preferred. HDI certification required within 1 year of hire. - 1 – 2 years of providing IT technical support via phone, chat and/or email preferred. - 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 About Velera At Velera we are committed to fostering a workplace where every employee feels valued, respected, and connected. We understand, attract and engage a diverse workforce where every employee can live up to their full potential; ensuring that our employee base reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives. We strive to foster a safe and inclusive work environment for people to bring their authentic selves in order to build a better community within our company and with our partners. Learn more about our commitment to Diversity, Equity, and Inclusion HERE! Pay Equity $19.18 - $23.99Actual Pay will be adjusted based on experience and other job-related factors permitted by law. Great Work/Life 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 - Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions Velera is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law. Velera is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster. Velera will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information. Velera is an E-Verify Employer. Review the E-Verify Poster here. For information regarding your Right To Work, please click here. This role is currently not eligible for sponsorship. As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at recruiters@velera.com for assistance.

Job Description: Pay Transparency: About vRad vRad (Virtual Radiologic) is a national teleradiology practice made up of 500+ radiologists who help expand access to lifesaving care for millions of patients each year. We're also a leader in radiologist workflow technology, supporting hospitals and groups across the country with innovative imaging solutions. Behind it all is a team that thrives in a casually professional, fast-paced, and collaborative environment. We take pride in what we do and in how we support each other, recognizing the extra effort it takes to deliver excellence every day. At vRad, your work truly makes a difference. As a Top Workplace Award winner, we’re known for our mission-driven culture, passion for innovation, and the energy our team brings to everything we do. vRad is an equal opportunity employer and welcomes all qualified applicants. vRad is committed to being an inclusive, safe and welcoming environment where everyone has equal access and equitable resources to reach their full potential. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, religion or other legally protected status. For more information, visit https://www.vrad.com/team-member-careers/ vRad participates in E-Verify.

• Deal Packaging: Analyze supporting documents (payslips, bank statements, Equifax reports, etc.) to structure and package deals aligned with lender policies. • Financial Analysis: Complete servicing and calculate income for Self-Employed (SE) and PAYG applicants to determine borrowing capacity. • Application Management: Enter data into the CRM, prepare application forms and Discharge Authorities, and submit applications online with the goal of zero to minimal "More Information Required" (MIR) requests. • Stakeholder Liaison: Communicate with clients, lenders, real estate agents, and solicitors to provide status updates from submission through to settlement. • Workflow Tracking: Maintain and update Sales Sheets, Smartsheets, and Google Sheets as files progress. • Quality Assurance: Cross-check approval and settlement documents against original submissions to ensure accuracy. • Process Improvement: Contribute to enhancing internal tasks, procedures, and client communication while maintaining high-level product and lender policy knowledge.

Role Description As a Technical Support Engineer, you'll take ownership of technical escalations and serve as the central point of contact for various operational teams. Your primary focus is to assist our customers in maximizing the use of our global financial automation platform, ensuring seamless business operations. Collaborate with engineering and product teams to swiftly investigate and resolve complex technical issues while delivering an exceptional customer experience. In this role, you will be responsible for: - Take full ownership of technical issues escalated by the Onboarding Managers, Customer Support, Payment Ops, and Customer Success teams, ensuring a seamless troubleshooting process - including information gathering, root cause analysis, and clear resolution communication. - Lead internal escalations with Engineering and Product teams to ensure a timely response and appropriate actions to mitigate customer impact. - Thoroughly investigate and troubleshoot complex payment-related issues, including flows, failures, and errors. - Provide expert support on onboarding issues affecting payees, including validation and server errors. - Identify trends in technical challenges, driving long-term improvements to enhance customer satisfaction and system reliability. - Maintain internal documentation and actively contribute to knowledge-sharing across the team. Qualifications - Professional Experience in roles such as Technical Support, Product Support, or customer-facing technical roles, particularly within FinTech, SaaS, Financial Management, or Accounts Payables sectors. - Database and Troubleshooting Experience: Proven skills with relational databases and SQL, along with proficiency in handling MongoDB for troubleshooting. - API Integration Experience: Experience troubleshooting API integrations and familiarity with tools like Postman is an advantage. - Workflow Understanding and Communication: Ability to understand complex workflows and effectively communicate solutions across R&D, Product, and customer-facing teams. - Global and Remote Collaboration: Experience working with remote team members, including those based in the U.S. and Israel, successfully collaborating across different time zones. - Troubleshooting and Problem-Solving Skills: Excellent analytical abilities with a strong customer-centric mindset. - Communication Skills: Strong written and verbal communication skills with the ability to translate complex technical issues into clear, customer-friendly explanations. - API and Data Structure Familiarity: Familiarity with APIs (SOAP and REST) and reading XML and JSON files is a plus. - Work Environment Adaptability: Experience thriving in a fast-paced environment, managing multiple priorities and customer escalations effectively. - Remote Management Adaptability: Ability to work effectively under a manager located in the U.S. or Israel, demonstrating flexibility and accountability. - Personal Attributes: Self-motivated, quick learner, adaptable, and an effective team player. Benefits - Competitive benefits - Flexible workplace - Career coaching - An environment where diverse individuals can thrive and make an impact