Customer / Application Support with SQL
Our client is seeking a strong Customer Support person with additional skills in SQL for data analysis and reconciliations of customer data. This position reports to the Improvement Manager and takes workflow instruction from the Coordinator/Supervisor. This position will follow documented processes and procedures to ensure quality controls and quality assurances are in place for all aspects of the support services role from customer service to research and reconciliation are maintained. The Coordinator/Supervisor will be the first point of escalation on service issues for the support team when failures occur that involve the Branch, the customer, financial institutes, and equipment vendors with next level escalation to the Improvement Manager. Support Administrator Accountabilities: Establish a positive, creative, and professional working environment with the Product Office Team Offers suggestions for improved working conditions and workflow processes Oversee on-boarding for customers and banks; assist the IT group with testing (i.e. file transmissions, file comparisons, etc.) as needed Manage data movement between external safes, our database and data transmission file to external customers Accurate online setup of customers, users, locations and safes Manage incoming incidents / calls. Communicate issues / resolutions to external customers, internal sales and internal operations; assist with escalations as required Perform initial safe testing; polling of safes (manual) Compare and reconcile differences in data; Run transactional reports to find discrepancies Create tickets with vendors to resolve service issues. Ensure follow up to resolution on tickets Assist with troubleshooting Tier 2 Issues Perform basic network troubleshooting on failed polls Test upcoming website enhancements Upload software and provision Loomis Sierra Wireless Modems and ship via UPS as instructed to customer locations and/or vendors for installations Use Sierra Wireless Modems to test connectivity issues at customer locations with on-going connectivity issues. Will monitor and read all email to be able to assist the team accordingly; this includes personal inbox and the CPR inbox during designated monitoring times. Other duties as assigned Primary Requirements: Associates or Bachelor Degree or Technical institute degree/certificate in Computer Science, IS or other related field or equivalent work experience 3+ years related work experience – background with reconciliation or accounting systems a plus (history in a financial institutions) Quality systems experience Excellent technical ability; experience with SQL and Excel required Excellent communication skills
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