Technical Support Analyst

Technical Support Analyst

Summary:

Act as liaison between Client Services and the development teams who built and own the various technologies. This role communicates the problems and resolutions between our internal technical teams and the outward facing Client Service staff. You will organize and track technical issues from submission to resolution.

Responsibilities

• Provide Tier 2 level support via, email and phone
• Act as liaison between Client Services and the technical support groups such as QA, DS, product development teams and operations to resolve issues in a timely manner
• Review coding specs as needed to ensure system is working by design or that an issue needs to be elevated

• Adhering to team and individual key performance indicators (KPI’s)

• Help create training documents as needed
• Submit and follow bugs as necessary
• Report on Status of Known Issues to appropriate management and team members to keep them up to date
• Be the main point of contact for all technical questions that arise from Client Services, Sales, Training, and Marketing
• Alert operations team of application issues
• Responsible for supporting clients via emergency support for a 24/7/365 rotation schedule

Skills

• Exceptional communications skills both written and verbal
• Ability to learn and understand any new application and understand inner workings
• Understand XML files and error logs
• Basic understanding of networking and REST APIs
• Understand and interpret different HTTP responses (JSON, XML, HTML and others)
• Ability to use tools like Kibana and Dynatrace
• Strong technical troubleshooting and critical thinking
• Understanding of browser developer tools
• Ability to handle multiple tasks/assignments in an efficient manner
• Organized and highly motivated self-starter
• Excellent Customer Service skills
• Must demonstrate a strong sense of urgency and adhere to turnaround time expectation
• Basic knowledge of financial terminology

Requirements

• 2 Years Customer Service Experience
• Bachelor Degree or equivalent work experience
• Perform other duties as assigned
• Proven ability to troubleshoot and resolve technical and procedural issues
• Ability to work overtime, including evenings and weekends as needed

The salary range for this position is $49,000 - $67,000; commensurate salary to be determined based on skills, professional background and expertise. This position is also eligible, pursuant to applicable eMoney policies, for the annual bonus program, retirement contributions, health insurance, sick leave, parental leave and paid time off.