About Us
At Verified Credentials our mission is to provide a remarkable client experience with a spirit of service, commitment, and excellence in all that we do. As a leading background screening company and pioneer in the industry we have an open and inclusive company culture and welcomes applications from individuals of all backgrounds. Verified Credentials fosters and maintains a culture of active engagement and collaboration among a geographically dispersed workforce across the country who work with a high degree of autonomy. We are growing and seeking a dynamic individual who is willing to put forward and execute on new ideas. Your knowledge, skills and abilities will be valued and respected, and you will have the opportunity to make a real difference.
Primary Purpose of the Job
Provide support for internal end users by diagnosing and resolving software-related issues. Identify, track, and help resolve defects throughout the software development lifecycle. Collaborate with cross-functional teams to ensure product reliability, performance, and compliance with business requirements. Maintain effective communication and documentation practices to support continuous improvement and efficient service delivery.
Supervisory Responsibility
Does not directly supervise team members.
Essential Duties
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Serve as a direct point of contact for end-user technical support, resolving incidents and service requests in a timely and professional manner to minimize operational disruptions.
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Diagnose and resolve issues related to standard software applications and integrated business systems to support day-to-day operational needs.
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Document detailed, reproducible bug reports and collaborate with developers for resolution.
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Conduct root cause analysis and escalate high-risk defects to appropriate stakeholders.
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Manage and respond to support tickets in a timely manner, prioritize workload based on impact and urgency, and escalate issues as needed.
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Document procedures, technical resolutions, and support trends to improve service delivery and knowledge sharing.
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Provide clear, courteous communication and maintain ownership of issues through resolution to ensure a positive team member experience.
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Track service delivery metrics and contribute to achieving team goals and KPI targets.
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Promote a shared sense of purpose and collaboration by communicating openly with the IT team and internal stakeholders.
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Provide regular updates to the Software Business Analyst Manager on issue trends, project status, and risks.
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Review logs and monitor scheduled processes to proactively identify emerging issues.
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Stay informed of current policies and procedures.
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Continued professional development through ongoing training and education.
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Other duties as assigned.
Required Skills
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Proficiency in troubleshooting software configurations and specific use-case related issues.
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Strong written and verbal communication skills with a focus on clarity, professionalism, and customer service, and the ability to explain technical issues to non-technical stakeholders.
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Ability to document processes and technical steps clearly and concisely.
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Demonstrated ability to prioritize tasks, manage time and multiple tasks effectively, and work independently in a fast-paced environment.
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Strong analytical and troubleshooting skills, with a methodical approach to problem-solving.
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High attention to detail and a proactive mindset for identifying edge cases and potential risks.
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Demonstrated ability to work both independently and collaboratively in a fast-paced environment.
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Familiarity with browser developer tools and web application behavior.
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Willingness to learn and adapt to evolving technologies and processes.
Required Education and Experience
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Associate degree in Computer Science, Information Technology, or a related field, or 3+ years of experience in software, technical, or application support within a SaaS-based environment.
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Experience working in cross-functional teams across the software development lifecycle.
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Experience supporting enterprise applications, ideally in a regulated environment such as a Consumer Reporting Agency (CRA).
Physical and Mental Demands
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Prolonged periods of sitting and standing at a desk and while working on a computer.
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Ability to lift up to 10 pounds on an occasional basis.
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Regular and predictable attendance.
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Regular interaction with other team members, including spontaneous and planned video meetings.
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Ability to effectively perform responsibilities under occasionally stressful situations, including meeting daily, weekly, monthly, quarterly, and/or annual standards and workload expectations.
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Ability to work any shift and required overtime based on business needs.
This job description does not include the marginal functions of the job that are incidental to the performance of fundamental job duties. All duties and responsibilities, including regular and reliable attendance, are essential job functions and are a requirement. To perform this job successfully, the team member must possess the skills, aptitudes, and abilities to perform each duty proficiently, with or without reasonable accommodation. The requirements listed in this job description are the minimum levels of knowledge, skills, or abilities necessary for the job, with or without reasonable accommodation. This job description is subject to modification at any time.
