Customer - Technical Support Analyst

Monday and Friday, Remote after training.

Seeking Customer/Product Support Analysts who will provide quality support with a high degree of customer satisfaction on technical and complex operational systems requests/questions in a professional and timely manner for the association, bank, and external customers. Performs advanced customer service activities, leverages advanced processes or tools to support internal and external customers and logs, documents, and researches all customer calls/emails/requests using the call tracking system by establishing call handling procedures. Follow the HIPAA guidelines as applicable.

Duties and Responsibilities:

• Receives, investigates, and responds to customer inquiries regarding complex products, services, and issues via all channels through which customers are served.
• Will train on new business applications and be prepared to support upcoming system implementations.
• Maintains high levels of customer satisfaction, and demonstrates commitment to quality, related to operational and technical support of complex products and/or processes. Knowledge of major products and services and can apply this knowledge appropriately.
• Learns existing business applications, and how they interact with other applications and provides timely support to end users. Resolves customer/ Association partner inquiries and issues. Recommends appropriate solutions. Resolves complex or reoccurring issues.
• Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately and reach productive decisions.
• Understanding of effective communication concepts, tools, and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Demonstrates support of teammates, second-level staff, senior management, processes and procedures, and assigned tasks to ensure the success of the Customer Support department and system deployments.
• Ensures the customer’s issue is fully resolved for all requests. Serves as a Core Support Services employee under the Bank’s Short Term Emergency Plan (STEP) and is available to provide support when the Bank operates under this plan
• Uses multiple system tools to search and troubleshoot questions and issues of systems and applications
• Ability to manage multiple concurrent objectives, making effective judgments as to prioritizing and time allocation, as well as being accountable for personal self-development to include maintaining knowledge for supported systems

Requirements:

• Education and/or experience equivalent to an Associate Degree in Business or technical discipline, as well as, related experience or product knowledge to accomplish primary duties.
• Experience in customer support/call center environment preferably dealing with PC and application software, mainframe, and client-server computer systems
• Certified Help Desk Professional preferred.
• HIPAA certification preferred.
• Ability to communicate/interact effectively with customers, users, technical experts, and all levels of management
• Strong customer service orientation: desire to embrace technology as a means of improving service
• Proven organizational skills and demonstrated abilities to establish priorities, take initiative, work under time pressures, and exercise sound business judgment