Application Support Analyst Jobs

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Who we are:

Shape a brighter financial future with us.

Together with our members, we’re changing the way people think about and interact with personal finance.

We’re a next-generation fintech company using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.

The Role

SoFi is seeking an Application Support Analyst! This position will provide support for tickets submitted by internal employees. This position will support and be knowledgeable about all processes and procedures for our enterprise and finance-based software applications.

What You'll Do:

• Support applications and services for telecommunications, Slack, and also commercial off-the-shelf web and desktop applications such as Lucidchart, Virtru, Google Workspace, and other customized applications.
• Triage support request, assign and escalate as needed.
• Respond to end user support requests and document resolution via help desk software.
• Work cooperatively as a team.
• Support end users on both PC and Mac platforms with Microsoft Office, Outlook, Adobe Acrobat, Chrome, remote desktop, printing, and web-based applications.
• Understand security and compliance requirements for the company.
• Monitor and enforce corporate data integrity and security policy.
• Maintain thorough documentation and pay close attention to detail.
• Perform a variety of tasks and work well under general supervision, a certain degree of creativity and latitude is required.
• Maintain, analyze, troubleshoot, and repair system application issues.
• Occasionally document new policies, procedures, and knowledge base articles.
• Solve problems logically and efficiently.
• Independently plan and balance workload.
• Provide occasional backup support for Home Lending applications.
• Handle multiple priorities/tasks at the same time.
• Support and maintain user account information including rights, security and systems groups for software and vendor applications.

What You'll Need:

• Experience with ticketing systems such as JIRA and Freshservice.
• Ability to learn quickly and seek assistance when appropriate.
• Must have user support skills, especially interpersonal communication, and patience.
• 2-3 Years of Service Desk experience, customer service experience desired.
• In-depth knowledge of Windows and Mac OS systems in an enterprise environment.
• Mortgage/Home Loans or Financial Services background is a plus.

Compensation And Benefits

The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.

To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!

SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

New York applicants: Notice of Employee Rights

SoFi is committed to embracing diversity. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email [email protected].

Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.

Internal Employees

If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.