Duties & Responsibilities

• Effectively handle customer interaction to resolve support issues.
• Gather information necessary to provide effective solutions.
• Utilize our testing environment for issue re-creation and verification.
• Follow-up with customers throughout the lifecycle of the service call to keep the customer informed of progress towards issue resolution.
• Accurate and prompt support call tracking.
• Interface with other members of the Support, Development and Quality Assurance teams.
• Appropriate diligence when working on customer environments where security and financial risks are significant.
• Ongoing personal/professional development of both Product and Technical knowledge and skills.
• Assessment of areas where both internal and customer facing processes can improve.
• Possible participation in an after-hours support schedule.

Knowledge, Skills and Abilities

• Excellent problem diagnosis and resolution skills.
• A solid technical knowledge background.
• Strong verbal and written communication skills.
• Able to effectively communicate complex and sophisticated software processes to non-technical audiences.
• Able to work with difficult people in a positive manner.
• Strong organizational and time management skills.
• Works well in a fast-paced environment.
• Able to work independently, with minimal supervision.

Credentials & Experience

• Preferred: Four years of application support work experience, preferably in a financial institution or business that serves financial institutions.
• Alternately: Completion of a higher education technical program.

Why Work Here?

We’re a dynamic company with a unique culture centered on professionalism and respect, set in a relaxed workplace.