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ICONMA

Technical Support Analyst

Post Date:Feb 12, 2019Type:Contractor
Start Date:2/11/2019Salary:
Location:US-FL-Orlando Job Reference:18-20890
Skills:


Desired:

- Creative thinker

- Ability to multi-task

- Ability to meet deadlines

- Knowledge of banking

- 2 years of related project and Treasury Management experience

- 2 years experience with client training

- 2-3 years’ experience in Corporate/TM Financial services

- Proficient at supporting Firefox, Google Chrome, Safari, Opera Internet browsers, Mac, Network firewall and proxy configurations

- Proficient supporting Malware, spyware, and virus detection/removal

- Proficient with running a meeting using Live Meeting, Skype and WebEx


Business initiative/purpose:

Responsible for the support and delivery of mid-level Client Transitions Team initiatives. Technical support of medium level complexity systems and procedures in TMS.  Has solid knowledge of software/hardware to be able to install or program applications and be able to identify and assess hardware/ software product issues.  Is able to diagnose and resolve complex user problems and train users. Has a thorough knowledge of TMS and application interfaces used in TM operations. Provides support for TMS Internet and PC based applications and password reset. May be expected to resolve issues escalated from junior specialist. May be responsible for providing complete user training on TM applications, perform project research, proactive client contact, update documentation, and/or set clients up on TM applications. Expected to escalate client or system issues to the Team Lead. Responsible for documenting system issues and resolutions. Acts as a liaison between corporate clients and application vendors when resolving complex issues.  Provides migration assistance for corporate clients when supported applications change from one vendor platform to another. Provides assistance with on-boarding corporate clients due to mergers and acquisitions. Responsible for client acceptance testing of application upgrades. Serves as a mentor to less experienced analysts.                                                                                                             

Initial/primary project names:

Transition Team assigned projects      

                                                                                               

Top 3 must have skills:

- Listening and problem solving skills

- Effectively communicates both written and verbally

- Attention to detail and accuracy

                                                                                   

Top 3 plus/nice to have skills:

- Strong organization skills

- Proficient with Microsoft operating systems and web applications 

- Proficient with running a meeting using online training sessions                                                                                                      

                                                                                                           

Prior experience needed:

Candidate should have prior experience providing telephone technical support or technical sales over the phone.  Soft skills are as important as the candidate's knowledge, specific examples of soft skills that have been successful in the past are outgoing, confident, sincere, good listening, positive tone and pace at which the candidate speaks should make it easy to understand what they are saying. 

Candidate should have experience supporting secure Internet websites. 

Candidate should have experience with providing end user training over the phone using Live Meeting, Lync Meeting, web-X, go to meeting, or similar web tool.

Candidate should have experience troubleshooting and resolving problems.                                                                                                  


Responsibilities:

Responsible for the support and delivery of mid-level Client Transitions Team initiatives. Technical support of medium level complexity systems and procedures in TMS. Provides support for TMS Internet based applications.  Serves as a mentor to less experienced analysts.  Participates in project meetings and provide status reports to the project team.  Proactively contact clients to inform them of upcoming changes or issues that directly impact them. Conducts client acceptance testing for application changes that impact the client interface.  Provides feedback to the Product Manager through the Product Performance Team meetings monthly. Communicate with external customers with outbound calling to provide meaningful analysis of issues, providing articulate and meaningful insights for any on-going problems in documentation and reporting.  Client Relationship Management tracking.  Responsible for documenting all client interactions. Responsible for meeting the department’s level of service on all client communications.   Client training, including webinars and one-on-one training.

Conference call Notes:

This project just getting started:

- Single sign-on project (external application for treasury management clients, approx 15,000 currently)

- Will begin with review and will eventually work directly with clients


Ideal candidates:

- Communication skills (written and verbal)

- Will spend 90% of time on phone so clear communication is imperative

- Software support type role with ability to analyze existing application setup/ client profile

- High attention to detail and proactive thinking (hoping to fix things before its an issue)

- Banking not mandatory, but heavy customer service, technical and/or Treasury backgrounds are ideal. 

- Some combination of these is best.






Job Description:


Location: Orlando, FL


Description:

A Bachelor’s Degree is Preferred.

Skill/Experience/Education:

Mandatory:

- Ability to communicate technical information to nontechnical audiences

- Listening and problem solving skills

- Exceptional interpersonal skills

- Effectively communicates both written and verbally

- Strong organization skills

- Attention to detail and accuracy

- Maintain professional approach even under challenging circumstances

- 1 year of related project and Treasury Management experience

- 2-3 years of technical support experience

- 2-3 years of customer service experience

- Proficient with Microsoft operating systems and web applications

- Proficient with running a meeting using online training sessions








Contact Information
ICONMA
Name: Megan Hebdon
Ph: (863) 370-2273


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