ANALYST CLIENT SUPPORT SPEC

Come grow with us! Marquis is the largest provider of data analytics software, services, and consulting to financial institutions in the world, providing scalable, results-driven marketing, sales and compliance solutions for over 30 years. Founded in the late 1980s, Marquis provides compliance, marketing and sales solutions for over 750 financial institutions. Independent surveys of our clients consistently come back saying what makes us different is our team.

Position: Analyst – Client Support Specialist

Location: Plano, TX

Position Description – Analyst – Client Support Specialist:

• Resolving customer technical issues by obtaining information, identifying the problem and providing assistance.
• Manage ticket queues and prioritize escalations based on established SLA's and resource availability.
• Develop a thorough record, document, and track within the Support desk application problem-solving process, including seeing each issue through to final resolution.
• Evaluate documented resolutions and analyze trends to prevent future issues.
• Taking ownership tickets and seeing problems through to resolution.
• Reporting on status updates and resolution status.
• Handle multiple issues, organize calls with clients, document tasks and steps within tickets and see problems through to resolution.
• Maintaining an energetic level of communication with internal team members and external customers.
• Demonstrate an excellent understanding of our customer base and ensure the tone of the company is in every interaction.
• Ability to contribute in a fast-paced, team-oriented environment.
• Aptitude to multi-task and adjust quickly to change in a busy service center.
• Prioritize and Escalate problems or requests (when required) to the appropriate staff.
• Test deployed fixes to ensure problem has been adequately resolved
• Develop a thorough understanding of our product and be able to communicate with customers through varying degrees of inquiries
• Knowledge of popular personal computer software including Word, Excel, PowerPoint, and Outlook

Qualifications:

• Excellent oral and written communication skills
• Skilled with HTML and able to recognize and implement quick fixes.
• Familiarity with presenting online over GoToMeeting or WebEx, and zoom conference software
• Knowledge of Credit Union/Banking industry a plus
• Excellent Customer service, problem-solving and follow-up skills
• Experience using CRM software
• Computer literacy and ease with toggling between computer programs and Internet browsers
• Perform unit and system level testing on applications with strong attention to detail
• Good work ethics (Dependable and responsible, Positive Attitude, Adaptability, Honesty, Integrity, Self-Motivated, Strong Self Confidence, Professionalism)
• You demonstrate great judgment and are eager to learn

• MCIF software experience a plus.
• Previous Saas Support experience a plus.
• Experience utilizing a ticketing system (Zendesk, Jira, etc.)
• Experience with SQL a plus
• 5 years Customer Service experience
• Strong desire to learn.
• Server and desktop knowledge

• Ability to perform day-to-day IT functions such as adding users, establish access privileges, configure email accounts etc.
• Must employ a good-natured team player attitude with a patient and helpful demeanor
• Self-motivated with the ability to adapt and respond positively to ever-changing priorities