Client Technical Support Rep Job Description
Client technical support rep
provides advice or analysis that may influence associates and clients use and disposition of resources.
Client Technical Support Rep Duties & Responsibilities
To write an effective client technical support rep job description, begin by listing detailed duties, responsibilities and expectations. We have included client technical support rep job description templates that you can modify and use.
Sample responsibilities for this position include:
Attends on-going training to achieve level of technical skill needed to solve problems that are more complex new product training
Occasional weekend work is required after hours if production issues occur
Connect to the support line on previously scheduled shifts and keep him/her-self available for a specific amount of hours on a daily basis
Log 100% of calls received in available ticketing tool
Escalate cases that he/she was unable to resolve
Perform detailed analysis of issues received from clients
Accurately assesses the client’s product issues or problems
Research client’s problems and issues to increase personal knowledge of Open Solutions products
Independently handle client calls and cases with minimal supervision
Act as a point of escalation for complex product related questions to the team
Client Technical Support Rep Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Client Technical Support Rep
List any licenses or certifications required by the position: HDI, SAML
Education for Client Technical Support Rep
Typically a job would require a certain level of education.
Employers hiring for the client technical support rep job most commonly would prefer for their future employee to have a relevant degree such as High School and Bachelor's Degree in Business, Computer Science, Finance, Technical, Business/Administration, Education, Accounting, Associates, Management Information Systems, Marketing
Skills for Client Technical Support Rep
Desired skills for client technical support rep include:
Organization and intermediate level of technical skills necessary for completing assignments
Ad-hoc report writing
Analysis that may influence associates and clients use and disposition of resources
Bankcard/credit card processing concepts
Fiserv products and systems
Specialized
Technical terminology related to assigned product lines
ATMs
Cards
Network balancing
Desired experience for client technical support rep includes:
Required Minimum high school diploma, Bachelor’s preferred
Bachelor’s Degree in business, finance or related field preferred
Bachelor’s Degree in Business and/or Computer Science or 5 or more years in a related capacity
Bachelor’s degree in computer science or business, or equivalent relevant work experience may be substituted
Bachelors Degree in technical discipline, business communications or computer science
Bachelor’s degree with a preference for Management Information Systems, Finance, Accounting or Business Administration preferred
Client Technical Support Rep Examples
1
Client Technical Support Rep Job Description
Job Description Example
Our company is looking for a client technical support rep. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for client technical support rep
- Be available for 24x7 supports by carrying departmental pager on a rotating basis
- Act as a point of escalation for complex problem and related questions
- Review related subject matter and documentation and deliver professional and timely client communications regarding problem and project updates
- Perform system administration duties
- Handle client calls, issues and questions via phone, email or case
- Train clients on the features and operation of Precision and Premier Software applications enabling them to successfully use the product and achieve their business objectives
- Build and maintain a high-level of client satisfaction
- Build valuable relationships with clients to maintain a high-level of client satisfaction
- Train clients on the features and operation of Precision eService software applications enabling them to successfully use the product and achieve their business objectives
- Test client questions and problems internally
Qualifications for client technical support rep
- Banking or call center experience a plus
- Demonstrated experience supporting customers in a fast-paced environment
- Demonstrated experience making decisions and solving problems complex in nature and for which there may be no precedent
- Ability to work independently perform as a strong team player
- Ability to comprehend and assimilate details quickly and accurately
- Ability to travel (approximately 15%) and work extended hours as needed
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Client Technical Support Rep Job Description
Job Description Example
Our growing company is looking to fill the role of client technical support rep. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for client technical support rep
- Deliver professional and timely client communications regarding project updates, ongoing support items and software improvements and corrections
- Under direct supervision, defines and/or resolves reseller problems with designated product lines
- First point of contact through the inbound telephone system to the IP Technology Help Desk
- Ensures proper handling of tickets and escalation, as required
- Train clients on the features and operation of Cleartouch software applications enabling them to successfully use the product and achieve their business objectives
- Deliver professional and timely client communication regarding case updates, ongoing support items and software enhancements and corrections
- Handle client calls, issues and questions via phone, email or cases submitted
- Track, organize and document all support related activities
- Experience with Electronic Content Management Systems such as Lawson, Hyland, Onbase is strongly preferred
- The Client Services Professional serves as the primary point of contact for full credit key clients, providing operational and tactical support for the credit card platform, its ancillary products and services
Qualifications for client technical support rep
- Previous experience in a financial institution required
- 3 years of experience working in a financial institution – billing and payments, ACH and Credit Card is a plus
- 4-year college degree in business, marketing, computer science or a related field preferred but not required
- 4-year college degree preferred or equivalent work experience may be substituted
- Previous experience banking or credit union experience preferred
- At least 3 years of experience in customer service and/or helpdesk environment
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Client Technical Support Rep Job Description
Job Description Example
Our company is growing rapidly and is hiring for a client technical support rep. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for client technical support rep
- Provides contact through telephone support and simulates or recreate problems to provide resolution to client for operating difficulties
- Deliver professional and timely client communication regarding case updates, ongoing support items and software improvements and corrections
- Provide excellent client support through verbal and written communication on reported issues and requests related to DNA general ledger
- Provide consultation, training and support to the client, including the correct use of the system and application procedures
- Respond to customer inquiries received via telephone, web chat or case request
- Ability to handle Customers over phone while providing a delightful customer experience
- Should be able to process and raise required requests/transactions and make sound decisions related to customer matters
- Demonstrates understanding of the Windows Operating System and Internet Explorer and possesses the ability to troubleshoot issues
- Ability to be prompt in taking action on process transactions and handle the same with proper research
- Demonstrates customer care skills and possesses the ability to deliver customer service beyond clients’ expectations
Qualifications for client technical support rep
- Previous ATM processing experience preferred
- Minimum of 2 years customer service experience in a technical support or helpdesk environment preferred
- Two years banking operations/customer service experience preferred
- Banking customer service and/or back office knowledge/Card Services
- Accounting/reconciling/Balancing skills preferred
- Minimum of 2 plus years of customer service experience required
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Client Technical Support Rep Job Description
Job Description Example
Our innovative and growing company is looking for a client technical support rep. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for client technical support rep
- You will provide client support, including the correct use of the system and application procedures
- Log, track and handle all incoming calls professionally, maintain current notes, provide timely and accurate resolution of client issues, ensuring client satisfaction
- You will provide detailed analysis of issues received from clients
- Be able to stage test scenarios in test environments, recreating and documenting each step as reported by client
- You will collaborate extensively with internal groups to resolve client issues, actively contributing to the effectiveness of the team
- Provide superior client support through excellent written and verbal communication, responsive follow through, and advocacy for client issues within internal groups
- Experience with Electronic Content Management Systems such as Lawson, Hyland, Onbase is strongly preferred.The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities
- Train clients on the features and operation of software applications enabling them to successfully use the product and achieve their business objectives
- Build and maintain high-level client satisfaction that is measured via an annual survey
- Provide excellent client support through verbal and written communication on reported issues and requests related to CCM
Qualifications for client technical support rep
- This position will be responsible for providing oversight for the research, definition, writing of specific client requests
- Working with Corporate Online banking applications is highly preferred
- Must be able to make decisions and solve problems independently while adhering to policies and procedures
- 4-year college degree in business, finance, accounting, marketing, computer science or a related field preferred but not required
- Provide detailed analysis of issues received from clients
- Minimum three years Customer Service and/or Call Center experience
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Client Technical Support Rep Job Description
Job Description Example
Our company is growing rapidly and is looking for a client technical support rep. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for client technical support rep
- Provide advanced troubleshooting of various DNA applications or related interfaces
- Accurately assess the client’s product issues or problems
- May be required to go on-site to work directly with clients
- Perform advanced research and testing to analyze issues/defects and complete required documentation in order to escalate cases to the software Development team
- Working closely with the Technical Analyst Team
- Attending client meetings with team members to provide higher level of support
- Providing knowledge transfer/training to the analyst and help hold them accountable for using new skillsets
- Working closely with Management to access knowledge gaps on the team
- Providing dedicated support for select premium and large bank clients as needed
- Providing on-call analyst support as needed but does not participate in the scheduled on-call or late shift rotation
Qualifications for client technical support rep
- Minimum five years lending processing, and experience in financial industry
- Position will also include late night on a rotating basis and on-call after hours support
- 2 years of minimum experience with direct customer/client support in the Financial services/ banking industry
- Available to work outside standard shift for on-call support (every 6-8 weeks rotation)
- 3+ years of direct customer/client Technical support
- 4 year college degree or 2 year technical degree preferred but not required