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Technical Product Analyst
Equifax
St. Louis, MO, United States
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The Client and Technical Support Analyst assists directly with external clients with questions/problems regarding multiple Workforce Solutions applications and services. In this direct client facing position, s/he will receive and respond to telephone and written requests, then investigates and resolves or tracks progress through resolution. S/he investigates client’s access, configuration, compliance, functionality issues, as well as troubleshoots using different production and support applications, logs, and other team contacts. S/he frequently interacts directly with contacts at mid to upper levels of client organizations and typically delivers support and some technical information to non-technical contacts. The position is not related to internal help-desk or software support.
Essential Duties and Responsibilities:
• Supports external and internal clients by investigating access, configuration, compliance, functionality issues; troubleshoots using different production and support applications, file archives, logs, and technical team contacts to resolve reported problems. (Approx. 40%)
• Receives and professionally responds to telephone and written requests from external and internal clients (initial and follow-up). (Approx. 40%)
• Documents research, client communication, and issue resolution in ticketing tools. (Approx. 10%)
• Handles post-promotion testing, on-call support for urgent requests (including after hours support). (Approx. 5%)
• Participates in service improvement efforts and training. (Approx. 5%)
• Assists with other assigned tasks, as needed.
Minimum Education and/or Experience:
• High School Diploma
• Working knowledge of Windows-based applications
• Basic knowledge of databases
• Familiarity with a ticketing system
Required Competencies:
• Excellent communication skills, including grammatically correct speech and written correspondence.
• Addresses customer needs, even in difficult circumstances.
• Works as a team player with customers and internally with peers, adjacent teams, and management.
• Independently handles multiple, conflicting priorities successfully and professionally.
• Organizes own work following established processes.
• Interprets and applies information while troubleshooting.
• Proficient at learning new technologies/applications quickly.
• Creative problem-solving and strong analytical skills.
• Strong organizational skills.
• Comprehends and gains competency with multiple Workforce Solutions applications and services.
• Desire to keep service/application knowledge current.
• Regular and punctual attendance is a requirement of the position.
Preferred Qualifications:
• Working knowledge of Equifax applications and services.
• 5 years of experience.
• Working knowledge of Windows-based applications, file structures, editors, and file transfer methods.
• Technical experience working with data files, logs, configuration, and troubleshooting.
• Basic knowledge of databases, SQL.
• Familiarity with a ticketing system.
Physical Requirements or Environmental Factors
(if applicable):
• Position is largely sedentary requiring a significant amount of keyboarding.
• 7 a.m. – 7 p.m. M-F flexibilityfor coverage and requires varied shift work. May need to work additional hours periodically to resolve urgent problems, provide after hours support, or perform post-promotion testing.
Function:Function - Fulfillment / Operations
Schedule:Full time