Must have skills: Must have application support experience and Must speak fluent Spanish The Technical Support Analyst manages 2nd level technical support and operational customer service needs for Client banks and their corporate customers utilizing one or more of the supplied software products that provide Commercial Card reporting and portfolio management. Primary responsibilities include o Provide essential, high value customer service technical support on day-to-day items to Clients and their corporate customers to ensure customer expectations are exceeded. o Identify, troubleshoot, and resolve application usage issues o Assure prompt and permanent resolution of client inquiries relating to general functionality support for web-based software applications o Own and Manage issue through resolution, working with business or development groups o Ensure support service levels are met or exceeded o Understand the customer's needs, business requirements, and priorities o Act as liaison for customers between other groups, including the Product Office, Development, and Level 3 Support o Maintain a working knowledge of web based software applications and systems o Available during off hours for exception purposes o Document work and maintain metrics in the management tools; Provide application support to Issuers on our Commercial applications o Verbal and written communication skills, problem solving skills, customer service and interpersonal skills (Required) o Ability to work independently and manage one's time as well as with a team(Required) o Basic mentoring skills necessary to provide support and constructive performance feedback (Required) o Experience with supporting computer software, Web application support. Ability to understand client issues with web application and troubleshoot to resolve these issues. Work with multiple teams on larger issues; Ability to translate complex client issues to Development and Operation teams and then communicate the results clearly back to the client. Required Skills/Experience: Bachelors Degree required; o Effective professional verbal and written skills for audiences ranging from individual contributor through Manager level o Highly motivated self-starter and have organizational, conceptual, and strong analytical problem solving skills o Ability to set priorities, able to multi-task in a complex/fast paced setting and manage customer expectations o Work both as part of a team and independently o Excellent inter-personal skills and a proven ability to build and maintain highly satisfied customer relationships o Strong technical aptitude with the ability to absorb technical information and apply it to business solutions o Excellent customer service skills o Detail oriented o Have an understanding of account, finance or commercial card processing o Have a good functional knowledge of web technologies and database concepts o Working knowledge of several web browsers o Good user skills with Microsoft Office products (Outlook, Excel, Word, Access, Power Point) Candidates need to have the following skills: o Ability to troubleshoot complex issues o Basic understanding of financial applications o Heavy client interaction and support o Multi-tasking o Professional
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