Technical Account Manager (Solutions Analyst I - GoFi)

In short we are looking for a detail-oriented, tech-curious, and communication-savvy Technical Account Manager (Solutions Analyst I – GoFi) to act as the bridge between our operations teams and technical development groups. This individual will manage technical support escalations, facilitate user acceptance testing (UAT), and assist in training related to new software feature rollouts. While deep technical expertise is not required, a strong willingness to learn and engage with technology is essential.

In long, our Technical Account Manager (Solution Analyst I – GoFi) is responsible for:

• Technical Escalations: Manage and triage tickets reported by business stakeholders. Investigate issues, determine severity and priority, and ensure timely communication of resolution status.

• Cross-Team Coordination: Act as a liaison between end users, business operations, and the technical development team to drive timely and accurate issue resolution.

• Communication & Inquiry: Engage with business users to gather additional context on issues and provide regular updates throughout the issue lifecycle.

• UAT & Training Support: Support user acceptance testing by coordinating schedules, facilitating testing sessions, capturing feedback, and assisting in end-user training sessions and demos for new features.

• Documentation & Knowledge Sharing: Contribute to internal knowledge bases, how-to guides, training materials, and FAQs to improve future support and onboarding.

• Continuous Learning: Embrace opportunities to learn new tools, technologies, and business workflows.

So What Kind Of Folks Are We Looking For

• Excellent communicator who can simplify complex ideas and proactively engage users across the organization

• Critical thinker with a natural curiosity to understand how systems work and how to improve them

• Highly collaborative, with a strong sense of ownership and follow-through

• Comfortable around new technologies and eager to learn more

• Ability to manage multiple priorities and respond quickly to changing needs

Specifics

• 1+ years of business/solutions analyst experience

• Bachelor's Degree in business, IT, or any related field or equivalent experience

• Exposure to ticketing systems like Jira, Zendesk, or ServiceNow

• Familiarity with UAT processes and end-user training

• Basic understanding of web-based applications, data flows, and support troubleshooting practices

Nice-to-Haves

• Data & Reporting tools exposure (Snowflake, SQL, etc.)

• Experience with QA or product support functions

• Familiarity with tools like Slack, MS Teams, etc.

• Experience in the indirect auto lending or financial services industry