IT SUPPORT SPECIALIST

WHO WE ARE

Apex Fintech Solutions (AFS) powers innovation and the future of digital wealth management by processing millions of transactions daily, to simplify, automate, and facilitate access to financial markets for all. Our robust suite of fintech solutions enables us to support clients such as Stash, Betterment, SoFi, and Webull, and more than 20 million of our clients' customers.

Collectively, AFS creates an environment in which companies with the biggest ideas in fintech are empowered to change the world. We are based in Dallas, TX and also have offices in Austin, New York, Chicago, Portland, Belfast, and Manila.

If you are seeking a fast-paced and entrepreneurial environment where you'll have the opportunity to make an immediate impact, and you have the guts to change everything, this is the place for you.

AFS has received a number of prestigious industry awards, including:

• 2021, 2020, 2019, and 2018 Best Wealth Management Company - presented by Fintech Breakthrough Awards

• 2021 Most Innovative Companies - presented by Fast Company

• 2021 Best API & Best Trading Technology - presented by Global Fintech Awards

ABOUT THIS ROLE

The IT Support Specialist will play a key role in providing world-class technical support to our clients and partners while ensuring the reliability and smooth operation of Apex’s software and services platform. This position requires a service-oriented mindset, strong technical acumen, and the ability to identify opportunities to improve both the client experience and internal systems.

Duties/Responsibilities

• Provide frontline support by triaging new reports or inquiries from clients and vendors through various supported channels, aiming to reduce escalations to senior support staff.
• Improve client and vendor satisfaction through quick and effective issue responses and ultimate resolutions.
• Maintain internal SLOs for ticket response and resolution times, and meet internal and external SLAs where applicable.
• Update and maintain runbooks, knowledge bases, and other documentation, implementing improvements and updates as needed.
• Monitor systems and trends to identify areas of opportunity for improvement, decreasing frequency and severity of application incidents.

Education and/or Experience

• 2 years of prior experience in customer-facing roles is required.
• Strong foundational knowledge and exposure to networking, operating systems (Linux and Windows), and databases (MSSQL and/or NoSQL).

Required Skills/Abilities

• Excellent problem-solving skills, with the ability to translate problem descriptions into actionable solutions.
• Strong written and verbal communication skills.
• Ability to prioritize and manage multiple tasks efficiently in a fast-paced environment.
• Eagerness to continually learn and grow, especially when working with unfamiliar technologies.
• Calm and composed demeanor when handling issues, ensuring a positive customer experience.

Preferred Skills

• Familiarity with tools like Postman and Swagger that interact with REST APIs.
• Exposure to databases (MSSQL or NoSQL).
• Some experience with scripting in any language.

Work Environment

• 1st Shift (8am - 5pm CST)
• This is a hybrid position requiring 3 office days per week and 2 flexible days to work from home. The position can be based out of either of Apex's Dallas or Austin offices.

#IT #associate #full-time #LI-SD1 #APEX

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Our Rewards

We offer a robust package of employee perks and benefits, including healthcare benefits (medical, dental and vision, EAP), competitive PTO, 401k match, parental leave, and HSA contribution match. We also provide our employees with a paid subscription to the Calm app and offer generous external learning and tuition reimbursement benefits. At AFS, we offer a hybrid work schedule for most roles that allows employees to have the flexibility of working from home and one of our primary offices.

EEO Statement

Apex Fintech Solutions is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics.

Disability Statement

Apex Fintech Solutions is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please submit your request via the Candidate Accommodation Requests Form. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process.