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Position Details: Application Specialist III-15904

Location: Alpharetta, GA
Openings: 1
Job Number:

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Description:

MINIMUM QUALIFICATIONS
• Minimum of 7 years of professional experience in technical support, computer science or information technology
• General knowledge of financial industry, specifically in the bill payment, ACH or CC processing portion of the industry.
• Associate or Bachelor’s degree (or equivalent work experience)
• Demonstrated strong communication (written, presentation and verbal) skills
• Proven use of a computer-based ticketing system to create, track and/or resolve service requests related to non-routing client inquiries through phone or email contact.
• Able to work holidays, weekends, or extended hours as business needs dictate.
• Ability to quickly learn a new application and teach others
• Ability to Research/Revolve Client inquiries using existing company resources.
• Great attitude and ability to promote and maintain positive client relations. Collaborate extensively with peers to resolve client issues while actively contributing to a growing knowledge network that improves the effectiveness of the team and the information available to our clients.
• Strong understanding of SLA commitments and ability to work within those commitments.
• Familiarity with batch job scheduling software such as CA Workload Automation
• Hands on experience in writing PowerShell Scripts
• Experience with SQL Server Database
• Well versed in .Net programming language
• Demonstrated experience with Monitoring tools and ability to use those tools to proactively make and recommend changes based on issues or trends prior to Clients’ experiencing issues.
• Provide general application support and troubleshooting for issues such as: application and configuration, file transfer, customer payment and reconciliation.
• Assist knowledge transition from Development and Implementation teams on application-specific areas covering functional, technical, work process and environment.
• Provides appropriate personnel a precise understanding of user's issues when the problem needs to be escalated to a higher level.
• Participates in training programs to continuously improve product knowledge and service skills.
• Strong Windows and Linus knowledge and hands on experience
• Self-starter with sense of urgency
• Willingness to work in a team environment and within an Agile methodology
• Experience working in a Windows or Linux/Unix shop
ESSENTIAL FUNCTIONS
• Provides level one technical troubleshooting. Accurately assesses the Client’s issue or problem. Asks well thought out or detailed questions and carefully listens to the user's response to fully comprehend the need, product issue, and best avenue for resolving the problem.
• Researches Clients problems/issues to increase personal knowledge and familiarity with the supported Client’s configuration and to provide the highest level of support possible. Keeps current on most recent changes and/or upgrades.
• Identifies and resolves application and service issues and any other questions that may arise. Answers general application questions.
• Provides appropriate personnel a precise understanding of user's issues when the problem needs to be escalated to a higher level.
• Monitors incoming cases and emails and resolves in accordance with Service Level Agreements (SLA). Uses available support tools to assist the customer and/or recreate the issue.
• Participates in training programs to continuously improve product knowledge and service skills.
• May manage hardware capacity and performance and assess hardware needs.                                                                           

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