This job has expired, please see additional jobs below
Associate Technical Customer Support Advisor
DH Corporation
Lake Mary, FL, United States
Job Details - this job has expired, please see similar jobs below
Providing world class client / technical support to our software solutions by functioning in support capacity and assisting users with the isolation and resolution of technical issues by performing diagnosis while guiding users through step-by-step solutions. This will involve clearly communicating technical solutions in a user-friendly, professional manner that leads to ultimate customer satisfaction. The profile requires working closely with other departments in a timely and professional manner and will involve interactions with the clients and internal stakeholders over phone, email and other means of communication as required.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Provide world class client / technical support to our software solutions by monitoring, evaluating, analyzing and prioritizing issues / cases from clients experiencing problems with software, networking, and other related technologies
• Adhere to Finastra Client Services standards and processes while also ensuring assigned performance targets and service level objectives are met
• Ensure client satisfaction by responding to requests for assistance. Investigate, troubleshoot, or escalate issues as required. Accept responsibility for, coordinate, and track issues to a resolution/conclusion
• Thoroughly document all interactions with clients in case tracking system. Escalate complex and/or client sensitive issues
• Document client suggestions; provide work-around solutions, when possible, for identified problems in Company products; and ensure individuals who need to be informed are made aware of problems. Use tracking system(s) to report and monitor product maintenance and enhancements
• Assist in building and reviewing knowledge base and written how-to documents for internal and external distribution
• Maintain proficient knowledge of job related information as required. This may include financial institution, compliance, or technical information
• Build and maintain knowledge on specified Company components. Seek to maximize support certifications
• Maintain a general knowledge of Company product usage within designated operating systems, networks, hardware, databases, and peripherals as required
• Provide client support and technical issue resolution via E-Mail, phone, web ex, live meeting and other electronic medium
• Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems
• Serves as a team technical resource to internal and external clients
• Represents department as designated representative to product teams
• Perform additional duties or special assignments as required
• Provide internal support and training functions
• On a business need basis, you may be required to track calls using MS CRM / Salesforce, while maintaining detailed notes of the customer’s request
KNOWLEDGE – SKILLS – REQUIREMENTS
• Excellent communication skills - both written and verbal
• Superior customer service skills and Professional Telephone etiquettes
• 3+ years prior experience providing technical support
• Must be able to work US business hours 8 to 5 ET, 9 to 6 ET, or 10 to 7 ET (Between 5:30 PM IST and 5:30 AM IST)
• Independent analysis and problem solving skills.
• Proficiency and expertise with PCs, Microsoft Office Suite and software applications
• Ability to multi-task in sometimes stressful environment
• Ability to toggle between several different programs and not get overwhelmed
• Excellent interpersonal skills
• Willingness to learn and adapt to new technologies
• Patience and the desire and ability to go above and beyond for the cause
• Ability to work independently within a team
• Ability to work with minimal supervision and show initiative and judgment
• Effective time management skills.
• Proven ability to learn quickly.
• Proven ability as problem solver.
• Ability to work with clients, co-workers or third parties professionally and tactfully.
• Possesses a neat, punctual, positive, proactive and professional work ethic.
• Ability to work well as part of a team or independently.
• Working knowledge of MS Office Applications, Windows, Internet and various applications.
• Understanding of financial institution business operations (Front Office, Back Office, Lending, Channels)
• Exposure to MS CRM / Salesforce will be an added advantage
EXPERIENCE
• 3 + years relevant work experience including technical support and/or programming.
EDUCATION / CERTIFICATIONS
• Bachelor's degree in Computer Science, Information Systems, or related discipline or equivalent experience.
PHYSICAL DEMANDS
• Ability to express or exchange information by means of oral and written communication.
• Position involves mostly sedentary work, exerting a negligible amount of effort to lift, carry, push, pull, or otherwise move objects. Work involves sitting most of the time.
• Ability to stand, walk, reach, stoop, bend, and lift and carry up to 25 lbs. of weight (laptop, projector, suitcase, etc.).
• Manual dexterity to input data into the computer.
• Ability to work long hours including the overnight hours.
TRAVEL REQUIREMENTS
• Travel to client sites or additional Company offices may be required.
WORK ENVIRONMENT
• Work is performed in a general office environment.
• Occasional overtime may be required to meet departmental duties.
• Support coverage may be required on Indian holidays.
• May have to provide upgrade support for the software release after hours and on weekends as scheduled.
**********************************************************************
The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.