Junior Technical Engineer (US time zone) - Retail

Short company description

We’re an energized bunch, who love to be at the forefront of innovation. We make it our mission to develop and stay ahead of the latest trends and technology. Our goal? To put customers at the core of what we do and to deliver solutions that drive transformation and unlock the potential of people and businesses.

Requirements

o Have a passion for Customer Support;
o Superior customer service skills and Professional Telephone etiquette;
o Ability to exhibit grace under pressure, while successfully navigating complex work assignments/situations efficiently and effectively;
o Bachelor's degree in Business, Information Systems, Finance or related discipline or equivalent experience.
o Professional experience working with MS Office applications, MS based PC’s and Servers;
o Deductive problem-solving skills to investigate and solve a broad range of problems. Strong critical thinking and analytical skills required;
o Ability to analyze each support request for root cause, determine if the issue could be prevented by changes in the software application or users’ processes and outline change recommendations;
o Active listener with the ability to understand what may not be asked or communicated thoroughly by user;
o Superior customer service skills and ability to prioritize and balance multiple tasks with minimal direct management;
o In depth knowledge and experience with software installation, configuration, use and troubleshooting of software applications for clients;
o Must be available for on-call on weekends as needed;
o Must be available for US time zone shift (18:00 - 03:00).

Nice to have:

o Exposure to MS CRM / Salesforce will be an added advantage;
o Previous experience in financial services/sales and/or experience in a contact center;
o Understanding of financial institution business operations (Front Office, Back Office, Lending, Channels).

Responsibilities

o Provide world class client / technical support to our software solutions by monitoring, evaluating, analyzing and prioritizing issues / cases from clients experiencing problems with software, networking, and other related technologies;
o Provide the above via E-Mail, phone, web ex, live meeting and other electronic medium;
o Adhere to Client Services standards and processes while also ensuring assigned performance targets and service level objectives are met;
o Ensure client satisfaction by responding to requests for assistance. Investigate, troubleshoot, or escalate issues as required. Accept responsibility for, coordinate, and track issues to a resolution/conclusion;
o Thoroughly document all interactions with clients in case tracking system. Escalate complex and/or client sensitive issues;
o Assist in building and reviewing knowledge base and written how-to documents for internal and external distribution;
o Maintain proficient knowledge of job related information as required. This may include financial institution, compliance, or technical information;
o Build and maintain knowledge on specified company components. Seek to maximize support certifications;
o Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems;
o Perform additional duties or special assignments as required.