Technical Support Analyst

Who We Are:

RegEd is the market-leading provider of RegTech enterprise solutions with relationships with hundreds of enterprise clients, including 80% of the top 25 financial services firms. 

Established in 2000 by former regulators, the company is recognized for continuous regulatory technology innovation with solutions hallmarked by workflow-directed processes, data integration, regulatory intelligence, automated validations, business process automation and compliance dashboards. The aggregate drives the highest levels of operational efficiency and enables our clients to cost-effectively comply with regulations and continuously mitigate risk. 

Trusted by the nation’s top financial services firms, RegEd’s proven, holistic approach to RegTech meets firms where they are on the compliance and risk management continuum, scaling as their needs evolve and amplifying the value proposition delivered to clients.

Life at RegEd:

We are an innovative, fast-paced company that embraces diversity. Our hybrid environment blends an entrepreneurial culture with the right balance of structure and process.  We empower and trust our employees.  Most RegEders work remotely or from our Headquarters in Morrisville, North Carolina.   Learn more about #LifeAtRegEd on our LinkedIn page!

RegEd is committed to cultivating an environment of inclusivity and belonging.  We welcome and value the contributions and perspectives that you bring from your unique background.  

We encourage you to apply even if you may not meet every qualification.  

Five Reasons to Work with Us: 

1. Diverse & friendly culture 
2. Fast paced growing company 
3. Work with a leader in financial services industry 
4. A company that cares with community service efforts
5. Supportive & flexible remote or hybrid environment 

What You Will Be Doing: 

As a member of our Tier 1 Technical Support Team, you will provide exceptional technical support to our client end users for RegEd applications.

RegEd’s Product Support group receives inbound inquiries via tickets, emails and phone calls from end users of applications, and is responsible for

following troubleshooting procedures to identify and resolve the inquiries using a variety of resources within specific service levels. Coordination is often

required with RegEd’s Development, Product Management and Client Services organizations to resolve inquiries.  

Responsibilities:

• Respond to inquiries through ticket, or phone contact with customers about the Xchange application’s features and functioning. 
• Provide technical assistance through recreating and troubleshooting application issues.
• Research and understand technical documentation as it pertains to troubleshooting application issues & client configurations.
• Research customer inquiries using existing company, NIPR, FINRA and various state resources. 
• Understand and apply complex rules and regulations affecting RegEd products and services.
• Identify and escalate more complex technical issues to the appropriate teams, such as L2, RegEd’s Product, Development and Technology teams.
• Provide customers regular updates through the satisfactory resolution of their inquiries.
• Document and track customer interactions, issues, questions, answers and solutions via the RegEd Support Center.
• Participate in customer calls to discuss and troubleshoot production issues and processes where required.
• Identify trends that impact client satisfaction.
• Engage NIPR, FINRA and various state departments as required.
• Maintain defined productivity and accuracy rates in order to meet RegEd’s high service quality standards.
• Adhere to all internal processing procedures. 
• Promote and maintain positive customer relations utilizing Service Excellence techniques.
• Identify and submit ideas to improve service, elimination redundancies and reduce rework.
• Work independently with moderate supervision, as well as within a team environment collaborating effectively with CSM and Technology teams.        
• Additional, Non-Essential Functions/Responsibilities 
  • Participate in and/or manage the completion of projects as assigned.
  • Document operating procedures, if requested.
  • Conduct on the job training for new hires, if requested

*Please note: This position could work 11am-8pm Eastern on a regular basis, if desired.  Alternatively, this position could occasionally work 11am-8pm Eastern.  In addition, occasional weekend on call rotation is required.  

You’ve Got What It Takes If You:

• Have strong analytical skills, including understanding and troubleshooting functional software configurations.
• Proven experience in technical support, ideally in a software environment.
• Have the ability to communicate technical information effectively to non-technical users and a passion for ensuring customer satisfaction.
• Have excellent organizational skills with the ability to successfully prioritize and reprioritize numerous responsibilities and provide effective and timely follow-up within Service Level Agreements.
• Have intermediate knowledge of Microsoft Office Products (Word, Excel, Outlook, PowerPoint, Visio), and Apple OS.
• Knowledge of various browsers and settings, including IE, Safari, and Chrome.
• Adapts to new approaches that improve work efficiency and effectiveness and frequent changes in policy and procedures due to regulatory updates and/or customer business rule modification.
• Ability to learn quickly.
• Self-motivated and takes initiative to handle day to day work assignments.
• Proficiency at keying alpha and numeric information with accuracy and speed.

Must Have: 

• Minimum Education: Associate's or Bachelor’s Degree in business or equivalent field. Equivalent work experience may be substituted.
• 3+ year’s technical support or related experience.
• The ability to work 11am-8pm Eastern either on a regular basis or an occasional basis.
• The ability to work an on-call rotation with occasional weekend coverage.

Nice to Have: 

• Knowledge of the financial services/securities and/or insurance industry is a plus.
• Knowledge of our RegEd products is a plus.
• Knowledge of Jira and/or FreshDesk is a plus.
• Prior experience working with enterprise clients is preferred.

The Perks: 

• Fantastic and comprehensive medical, dental and vision plans
• Life Insurance, Short-Term Disability and Long-Term Disability plans 
• Volunteering Time Off and Flexible Schedules
• 401(k) plan
• Incredible career growth opportunities
• Performance bonuses

If you are interested in joining a market leader and innovator poised for exponential new business growth in the coming years, please apply. It’s a great time to join the RegEd Team! 

The compensation range for this position is $45,000-$65,000.  RegEd's compensation package is based on each candidate's unique skills, qualifications and experience.  Where an employee or prospective employee is paid within this range will depend on the employee’s/applicant’s background, pertinent experience and qualifications.  The total compensation package also includes our comprehensive benefits package, vacation time, sick time, volunteer time and parental leave.

If you need assistance or accommodation due to a disability, please email us at hr@RegEd.com.  This information will be treated as confidential and will only be used for the purpose of determining appropriate accommodation for the interview process.

Applicants must be authorized to work in the U.S.   

Employees must perform all the essential functions/responsibilities with or without accommodation for classification in this position. 

At RegEd, we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, veteran status, and basis of disability or any other federal, state, or local protected class.   RegEd is proud to be an Equal Opportunity Workplace.