Position Summary:
Assist our clients with technical problems when using our products and services. Software Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should be familiar with help desk software. Ultimately, you will help establish our reputation as a company that offers excellent client support during all sales and after-sales procedures.
Essential Functions: Essential functions include, but are not limited to the following:
- Respond to customer queries in a timely and accurate way, via phone, email or chat
- Update internal call logging system to log client phone calls and record problems and resolutions.
- Identify client needs and help clients use specific features
- Provide training and support to clients on existing and new products, via phone, web or in person
- Travel to bank/client sites to provide onsite installation or training
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Share feature requests and effective workarounds with team members
- Follow up with customers to ensure their technical issues are resolved
- Collaborates with other internal departments as necessary to provide clients with the highest level of service and support.
- Responsible for providing after hours phone support for banks on a rotating schedule
- Under general supervision, as needed, perform daily processing of our service center/bureau clients in a concise, accurate and efficient manner.
- Keeps manager apprised of any outstanding issues, concerns or problems at client sites which need to be addressed.
- Assist in training other Software Support Representatives
- Performs other duties as assigned.
Knowledge, Skills & Abilities:
- Experience as a Software Support Specialist or similar CS role
- Familiarity with the banking industry is a plus
- Experience using help desk software and remote support tools
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Patience when handling tough cases
- Strong attention to detail
Minimum Qualifications
- B.S. in Information Technology, Finance or minimum 2 years relevant experience
- Strong PC skills with aptitude to learn new systems and software programs quickly
Pay: $18.00 - $23.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
Application Question(s):
- Will you now or in the future require sponsorship for employment visa status?
- Do you have any experience working in banking, financial services, payments, accounting, or a related industry?
- What interests you most about working in the Financial Technology (FinTech) industry and this position?
Work Location: In person
