Client Technical Support Engineer (1-3 years of Banking experience is must)

About the role

As a Client Technical Support Representative, direct support to Client’s DNA general ledger products to financial institution customers. You will work together with team members to investigate and resolve customer support requests. Activities will include troubleshooting, testing, documentation, communications and relationship management. You will be the voice of the customer to Client’s, and you are the face of Client’s DNA to our entire customer base. You are a professional and are passionate about providing excellent client support. You recognize the requirement to follow documented processes and procedures. You are committed to do whatever is necessary to work as a team member of a Client’s organization that puts client support at the top of the priority list.

Responsibilities

• 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.
• Understand and manage client expectations ensuring client priorities and high impact items are addressed in a timely manner.
• Support our clients utilizing our products and services.
• Respond to customer inquiries received via telephone, web chat or case request. Log, track and manage all interactions professionally, maintain current notes, provide timely and accurate resolution of client issues, ensuring client satisfaction as it pertains to general ledger, reconciliation.
• Provide detailed analysis of issues received from clients. May utilize SQL or Logic to analyze client data.
• Must be able to stage test scenarios in test environments, recreating and documenting each step as reported by client.
• Communicate progress and any potential problems to manager for awareness and/or resolution.
• Collaborate extensively with internal departments to resolve client issues, actively contributing to the effectiveness of the team.
• After hours on-call support could be required

Qualifications

• Experience in providing technical support to financial institutions.
• Strong problem-solving skills and ability to troubleshoot complex issues.
• Excellent communication and interpersonal skills.
• Proficiency in SQL or similar data analysis tools.
• Ability to work independently and as part of a team.

Benefits

• Development opportunities, including in-role experiences that challenge your thinking and broaden your skillset, mentorship and coaching, exposure opportunities and formal training.
• Collaboration with a fun and diverse group of people who are dedicated to ensuring real business improvements that help Client’s win.
• A great opportunity to develop the necessary foundation in technical client support, which can serve as a talent pipeline for future leaders.

Pay

$85,000 - $95,000 annually

Schedule

Full-time, Monday through Friday