Production Support Analyst

Role Overview

We are seeking a Production and Technical Support professional to join our Data Transaction Services team. This role involves supporting secure data exchange facilities for external clients, interfacing with various internal processing systems, and providing a single point of contact for data exchange issues. The position requires working in a hybrid model, with the initial training period being fully onsite.

Key Responsibilities

• Address and resolve file transmission issues for trading partners and business units.
• Monitor and respond to system alerts to ensure operational stability.
• Manage and resolve configuration issues within the data exchange platform.
• Handle critical system issues and escalate them to the appropriate level when necessary.
• Perform password resets and file replays as requested by clients.
• Provide excellent customer service and document detailed descriptions of problem situations and their resolutions.

Required Qualifications

• Customer service experience with the ability to manage changing priorities.
• Problem-solving and critical thinking skills.
• Strong verbal and written communication skills.
• Flexibility to work any shift, including weekends and holidays.
• Basic knowledge of Unix and Mainframes.
• Familiarity with transmission protocols and networks.

Preferred Qualifications

• Previous helpdesk or command center experience.
• Knowledge of Linux, Gentran Integration Suite, or Mainframe environments.
• Network and midrange experience.

Benefits

• Supplemental benefits including medical, dental, vision, life, disability, and other insurance plans.
• Employee Stock Purchase Program (ESPP).
• 401K program with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program with certification prep and library of technical and leadership courses/books/seminars (available after 6+ months of tenure).
• Certification discounts and perks including CompTIA and IIBA.
• Dedicated customer service team for consultants and access to a certified Career Coach.