Technical Product Support Specialist at Cloudvirga

| Orange County
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Cloudvirga has a tremendous opportunity for a proactive, solution-oriented Technical Product Support Specialist to join our customer success team. As our Technical Product Support Specialist, you will always go the extra mile to delight your clients and deliver an exceptional experience. Successful candidates will work closely with customers and internal Cloudvirga teams to replicate, triage and resolve customer issues related to the entire suite of Cloudvirga products. This position is based in Irvine, CA.

What You’ll Do:

  • Work with customers to receive and respond to incoming Tier 1 and 2 support request tickets via our ticketing system as well as via email and phone
  • Translate internal product documentation, technical-speak and troubleshooting steps for business users
  • Have a high sense of urgency while overseeing the complete resolution of issues, from simple password resets to troubleshooting and replicating loan origination workflow issues to working with external developers building Cloudvirga APIs
  • Prioritize and manage ticket lifecycle and communicate to client, vendor, or internal teams about issues, analysis, findings, resolution and future preventative measures/fixes.
  • Implementation management of customer environments as technician should be able to identify configuration related issues, understand intended functionality of integrations, match specific integrations to related clients, etc.
  • Serve as the customer’s advocate to push fixes through with the Product/Dev teams
  • Perform initial analysis of the support tickets, provide workarounds and minor fixes
  • Drive to ensure internal and external / contractual SLA metrics are met
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Gather and consolidate feedback from customers as input for our Product team
  • Author knowledgebase articles for internal and external use

Your background/skills include:

  • 3+ years in a technical a customer service role
  • Excellent technical troubleshooting, documentation and customer communication skills (both oral and written)
  • A detailed, results-oriented mindset 
  • Ticketing system experience – Zendesk experience a plus
  • Experience researching error logs (Logic Monitor/App Insights) and xml files, running SQL queries, and writing and executing scripts (TSQL)
  • Some understanding of the mortgage origination processes and functions as well as tools used by lenders (e.g., POS, LOS, CRM, etc.)
  • Experience with ITIL based ITSM and familiarity with navigating SaaS based platforms and software deployment
  • Flexibility to work weekends and / or holidays as needed based on business demands and a rotating support schedule 

Where You’ll Work

Cloudvirga is a FinTech software company that is disrupting the lending industry with an intelligent consumer point of sale platform and tackling the home loan process while creating a better experience for consumers, reducing loan costs, time to close and the hassle of multiple touch points. Our employees work in a vibrant, open and collaborative space in UCI Research Park. We encourage our employees to be innovative and we empower our teams to deliver creative solutions to automate the trillion-dollar home loan market. Having been adopted by many top lenders in the country, Cloudvirga is one of the fastest growing companies in this space.

We offer all full-time employees unlimited paid time off to allow our team members to properly recharge, competitive salaries, bonuses, equity, and a great culture that supports personal professional growth! 


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • SqlLanguages
    • jQueryLibraries
    • ModemizrLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • Microsoft SQL ServerDatabases
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • Microsoft ProjectManagement
    • HubSpotCRM
    • SalesforceCRM

Location

Located in UCI Research Park, a re-imagined campus providing modern and flexible amenities to visionary technology leaders in Irvine.

An Insider's view of Cloudvirga

What are some social events your company does?

Prior to our workforce going 100% remote, we enjoyed team happy hours on and off site, dinners, outings, Holiday parties, and costume contests to name a few. During the pandemic we have hosted virtual scavenger hunts, happy hours, trivia luncheons and costume contests. Our team enjoys the challenge and competition and of course the bragging rights!

Danielle

Human Resources Generalist

What does your typical day look like?

My job starts and ends with the customer. Daily small steps are what can make us successful. My job can vary from meeting with client business teams and internal project manager to go over project goals, and working through change management for the client acting as a SME. There is never a boring day, and I love delivering customer success.

Demir

Head of Implementation

How do your team's ideas influence the company's direction?

Working at Cloudvirga is great because we are truly changing the outdated mortgage process to save lenders and consumers time and money. The team and our leadership is dedicated, smart, experienced and innovative. Everyone gives their all and really cares about our customers.

Dawn

VP Customer Success

What are Cloudvirga Perks + Benefits

Cloudvirga Benefits Overview

We offer all full-time employees unlimited paid time off to allow our team members to properly recharge, competitive base salaries, bonuses, equity, and affordable health coverage with generous company contributions. We celebrate employee successes and contributions through our monthly Core Values Celebrations and company wins during our quarterly Town Hall meetings. We are always up for walks around the building with teammates, spontaneous happy hours and company-sponsored outings.

Culture
Partners with Nonprofits
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Unconscious bias training
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
CV employees can contribute the maximum federally allowed amounts based on their family type.
Dental Benefits
CV has a variety of dental plans to choose from offering a range of services and deductible options.
Vision Benefits
CV has several vision plans to choose from that offer a range of services and deductibles.
Health Insurance Benefits
CV offers a range of HMO, PPO and High Deductible Heath Savings accounts offering a wide range of services and price points. We have 4 contribution levels which are based on your status.
Life Insurance
CV offers employee life insurance coverage and options to pay to increase your coverage.
Wellness Programs
Onsite Gym
Team workouts
Basketball, volleyball, foosball, bike riding, running and hiking are some of the team workouts we organize on Wellness Wednesdays at CV.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
CV provides a 401K plan but does not currently match as we provide a Company-wide bonus program.
Company Equity
Everyone's an owner at Cloudvirga!
Performance Bonus
All CV employees may be eligible to receive a company paid, annual bonus.
Child Care & Parental Leave Benefits
Flexible Work Schedule
Cloudvirga provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
We currently have an unlimited PTO policy.
Paid Holidays
Paid Sick Days
Employees receive 3 days per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
CV offers commuter benefits to those using public transportation to/from work.
Company Outings
CV hosts a quarterly Town Hall meeting that is typically accompanied by a company-wide outing.
Game Room
Stocked Kitchen
We have a full range of snacks and drinks included both perishable and non-perishable items. And we LOVE our Kambucha!!
Some Meals Provided
Breakfast on Wednesday and monthly lunch provided during our Core Values Celebrations. There is plenty to eat at CV!
Happy Hours
Happy hours are hosted at team's discretion.
Parking
Recreational Clubs
We provide gym access and gym subsidies.
Fitness Subsidies
All CV'ers receive a gym membership to the Kinetic gym located in the building next to ours.
Home Office Stipend for Remote Employees
Professional Development Benefits
Lunch and learns
We host a variety of educational and functional lunch and learns.
Cross functional training encouraged
Promote from within
Customized development tracks
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