Operations Support Engineer at Beyond Finance

Chicago, Illinois, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, FinTechIndustries

Requirements

Proven ability to troubleshoot complex issues within the Windows operating system
Expert-level understanding of systemic Windows and endpoint-level networking
Strong proficiency in PowerShell (experience with Python, Bash, Batch, or other scripting languages is a plus)
Track record of driving process improvement, managing incidents, and improving support workflows at scale
Ability to navigate ambiguity, identify gaps in processes, and provide clear, actionable solutions
Strong experience with query languages (SQL, NQL, DDSQL), monitoring, and supporting platforms like Datadog (experience with Digital Employee Experience (DEX) such as Nexthink is preferred)
Hands-on experience with call center technologies, including softphones
Focus on using data to identify trends, measure performance, and guide strategic decisions
Exceptional communication skills with proven ability to mentor and train others
Experience with a major ITSM platform (e.g., ServiceNow, Zendesk)

Responsibilities

Serve as a primary Tier 2 escalation point for intricate hardware, software, and networking issues impacting operations teams
Utilize advanced tools to perform deep-dive root cause analysis (RCA) and proactively identify systemic issues
Design and implement PowerShell scripts to automate repetitive tasks, streamline troubleshooting, and minimize end-user downtime
Lead incident management from end-to-end, identifying trends and implementing sustainable solutions
Provide expert-level technical support and empathetic guidance for tools like CRM systems, ITSM platforms, and call center technologies
Define and refine support workflows, escalation paths, and operational systems
Mentor, train, and empower Tier 1 staff
Maintain and audit the team's knowledge base
Own key SLA metrics and reporting, proactively identifying opportunities to improve performance
Improve end-user experience, onboarding experience, assist with new hires issues, and provide best-in-class support

Skills

Windows

Networking

PowerShell

Root Cause Analysis

Troubleshooting

Incident Management

Hardware Support

Software Support

Automation

Beyond Finance

Debt relief solutions for unsecured debt

About Beyond Finance

Beyond Finance provides debt relief solutions for individuals struggling with unsecured debt, such as credit card debt and personal loans. The process starts with a free online assessment to determine if a client's debt qualifies for their services, followed by the development of a personalized plan using proprietary technology. Experienced consultants negotiate with creditors to settle debts for lower amounts, and the company offers consolidation loan options through a network of lenders. Beyond Finance differentiates itself by charging fees only after clients see results, ensuring a strong focus on customer service and communication.

Houston, TexasHeadquarters

2016Year Founded

$805MTotal Funding

DEBTCompany Stage

Fintech, Financial ServicesIndustries

501-1,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Unlimited Paid Time Off

Paid Holidays

Parental Leave

401(k) Company Match

Professional Development Budget

Risks

Rising interest rates may reduce demand for debt consolidation loans.

Increased competition from fintech startups could erode Beyond Finance's market share.

Potential regulatory changes could increase operational costs for Beyond Finance.

Differentiation

Beyond Finance offers free financial therapy, enhancing holistic financial wellness solutions.

The company provides a mobile app for debt management, a first in the industry.

Beyond Finance's success fee model aligns company interests with client outcomes.

Upsides

Increased demand for digital financial tools boosts Beyond Finance's mobile app adoption.

Investor confidence is high, evidenced by a $635 million credit facility from Comvest.

Recognition for customer service and transparency enhances Beyond Finance's brand reputation.

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