• Respond to customer issues and proactively contact customers to triage problems • Provide remote support for OneStream customers • Research, resolve and respond to complex issues • Strong understanding of technical troubleshooting • Ability to communicate complex/technical concepts and provide thorough Root Cause Analysis findings • Collaborate with other teams to help solve support problems, training problems, and other issues that may arise • Update and maintain technical knowledge base articles • Ensure all interactions with OneStream customers are positive and handled with a high sense of urgency • Lead by example and encourage information sharing, team-based resolution activity, cross-functional training & collaboration • Emphasis on resolving cases as quickly & effectively as possible • Assist in developing innovative solutions and building strong relationships with customers

• Work in rotational shifts to provide 24/7 support to customers • Work with issues too technical for the 1st line • Solve issues too simple for the Dev team • Investigate, assess, describe, prioritize and systematize issues for further escalation • Reduce manual work by creating automation scripts/SQL queries/Support tools • Technical ownership of Admin control panel • Document solutions and workarounds in Confluence/KB • Educate 1st line on issues they can solve themselves • Improve support workflow by introducing new and improving existing processes and methodologies • Process tasks created by other departments in the 2nd Line JIRA board (ESCAL8SUPP) • Escalate critical and complicated issues to senior 2nd Line Team • Monitor alerts (registry health, fatal errors, DevOps alerts, etc.) and flag issues to relevant teams • Manage 1st line’s expectations in regard to escalated issues • Assess, process, and relay 1st line’s pains and struggles to the Dev team, translating the impact accurately • Filter information received from the 1st line and translate only the necessary to the Dev team • Translate information from the Dev team to the 1st line in a clear, timely, and comprehensive manner

• Provide first-line technical support for the Mogli SMS & WhatsApp application via email, text, virtual meeting, phone, or chat, ensuring client success with Mogli products and services. • In our collaborative remote environment, actively contribute to team success by sharing knowledge, participating in team training, and working closely with the team on troubleshooting. Contribute to team meetings by identifying internal issues, proposing process improvements, and actively participating in discussions. • Troubleshoot complex issues, working with senior support team members to diagnose and identify bugs when necessary, and escalate unresolved issues to the Technical Support Manager promptly and efficiently. • Leverage your Salesforce and Mogli products knowledge to assess client needs and craft appropriate solutions. • Advocate for client priorities internally within the Mogli team. • Maintain accurate client information in Salesforce Cases to track progress toward KPIs and ensure seamless cross-department communication. • Develop and update our internal knowledge base and blog posts, contributing content to the Mogli support community. • Configure Mogli and implement basic, pre-packaged automations. For complex or custom automation requirements (such as advanced Flows), manage the handoff process to the Solutions Engineering team, ensuring a seamless experience for the client. • Actively participate in the product release cycle by testing new package versions in demo environments, confirming bug resolutions, and documenting changes to feature functionality or naming conventions; closely monitor and follow new patch releases. • Recognize and understand new features/releases in our products and Salesforce; communicate changes in Salesforce that create a potential need for changes in our product.

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.