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Help Desk / Application Support Analyst
INTL FCStone
Birmingham, AL, United States
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Position Purpose:
Provide help desk Tier I support for multiple financial applications. Communications with clients via phone and online chat.
Primary Accountabilities/Responsibilities:
• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
• Research required information using available resources;
• Follow standard processes and procedures;
• Identify and escalate priority issues per Client specifications;
• Redirect problems to appropriate resource;
• Accurately process and record call transactions using a computer and designated tracking software;
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
• Organize ideas and communicate oral messages appropriate to listeners and situations;
• Follow up and make scheduled call backs to customers where necessary;
• Stay current with system information, changes and updates
• Maintains prompt and regular attendance.
• This list of duties and responsibilities is not intended to be all-inclusive and can be expanded to include other duties or responsibilities that management deems necessary.
Job Requirements:
• Education Requirements High School Diploma
• Prior work experience -some prior experience as a Help Desk Support Analyst is preferred
• Exemplary Attendance and Punctuality
• Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
• Focuses and guides self and team members in accomplishing work objectives.
• Interacts with others in a way that gives them confidence in one’s intentions and those of the organization.
• Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener.
• Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.
• Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.
• Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
• Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
• Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions.Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.
• Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
• Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
• Language requirements English
Physical requirements/Working conditions:
• Climate controlled office environment
• Minimal physical requirements other than occasional light lifting of boxed materials
• Dynamic, time-sensitive environment
We encourage applicants of all ages and experience, as we do not discriminate on the basis of the applicant's age.