IT Operations Support Engineer, Beyond Finance
2-3 days a week in office
Debt resolution programs
Job no longer available
Debt resolution programs
1001+ employees
Job no longer available
2-3 days a week in office
1001+ employees
Company mission
To help people escape crippling debt and achieve financial freedom.
Role
Who you are
- This position is perfect for a proactive problem solver passionate about operational excellence and team development
- Proven experience driving operational excellence in IT support or technical operations, with a track record of improving workflows and systems at scale
- Strong problem-solving and analytical abilities, with a focus on identifying systemic issues and designing sustainable, impactful solutions
- Hands-on expertise with call center technologies, networking fundamentals, and cloud environments like AWS, with the ability to support and improve these systems
- Exceptional communication skills, capable of distilling complex ideas into clear, actionable processes that align teams and stakeholders
- Strategic mindset with attention to detail, adept at connecting day-to-day execution with broader business goals and ensuring quality at every level
- Experience working in a culture of accountability and excellence, where high standards for SLA adherence, process clarity, and stakeholder engagement are expected behavior
- Proficiency with ITSM platforms (e.g., ServiceNow, Zendesk) and CRM tools (e.g., Salesforce), with the ability to optimize workflows and train others
- Proven leadership in mentoring and training teams, fostering a collaborative and growth-oriented environment
- Customer-first mindset, with the ability to build systems and processes that reflect the needs of users and stakeholders
- Experience with technical incident resolution and root-cause analysis, ensuring operational resilience and continuous improvement
What the job involves
- This role will be pivotal in improving workflows, designing escalation paths, and championing team success
- You'll play a crucial role in ensuring Tier 1 success through training and mentorship, while also driving an exceptional employee onboarding and training experience
- Define and drive process excellence by refining support workflows, escalation paths, and operational systems, ensuring clarity, accountability, and alignment with our stakeholders
- Navigate ambiguity with a solutions-oriented mindset, identifying and addressing gaps in workflows or processes to seek actionable solutions
- Build and maintain scalable support systems that adapt to evolving needs while maintaining operational rigor and consistency across our SLAs and dependencies
- Mentor, train, and empower Tier 1 staff, fostering a culture of accountability and collective ownership, constantly seeking to improve and grow our support teams’ knowledge
- Collaborate with our stakeholders on impactful processes that are driven by actionable data and clearly defined KPI goals
- Lead training and onboarding initiatives, creating structured programs that equip the team to navigate tools, workflows, and best practices effectively
- Own SLA metrics and reporting, proactively identifying opportunities for improvement and ensuring performance aligns with our standard of excellence
- Provide expert-level technical support and empathetic guidance for tools like CRM systems, ITSM platforms, and call center technologies
- Oversee and refine our knowledge base, ensuring documentation reflects current workflows, is easy to follow, and supports operational consistency
- Own the escalation framework end-to-end, ensuring clear processes, seamless handoffs, and active stakeholder engagement to drive accountability and resolution efficiency
- Lead incident management and analysis, identifying root causes, monitoring trends, and implementing sustainable solutions for operational resilience
Our take
In a financial landscape where consumer debt has reached record highs, Beyond Finance specializes in debt resolution services tailored to individual needs. Recognizing the complexities of personal debt, the company focuses on creating debt reduction schemes that guide consumers through the intricacies of debt consolidation and resolution, offering a strategic approach to alleviate the burden of indebtedness.
The company's debt reduction programs come equipped with financial education and tools, delivered via an individualized scheme. Importantly, this is all accessible via a mobile app, meaning Beyond's programs stand out for being incredibly easy to manage and use.
This commitment to providing simple, tailored debt resolution services underscores Beyond's dedication to helping individuals regain financial control. In its pursuit of sustained growth, the company has secured a substantial injection of capital that is poised to propel its consistent operations and fuel future growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Generous PTO
- Competitive Health Care Plans
- 401(k) Matching
- Paid Referral Program
- Paid Parental Leave
- LifeMart Discount Program
- At-home Equipment Provisions
Company HQ
Chicago Loop, Chicago, IL
Leadership
Lou Antonelli
(COO)Has worked at Beyond Finance since 2019, initially as an Executive VP before becoming the Chief Operating Officer in 2020. Before joining Beyond, they were the VP and CRO at National Debt Relief and the Director of Business Relationships at Costco.
Salary benchmarks
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