Service Support Analyst
- Client Point of Contact: Serve as the first point of contact for clients, ensuring proper phone and chat coverage during operating hours.
- Call Management: Answer incoming calls and efficiently route them to the appropriate departments or individuals.
- Level 1 IT Support: Provide Level 1 IT support and system administration for various programs, including Symitar, MDTOP, MachSol Panel, DUO Mobile and Design Portal.
- Escalation and Issue Resolution: Analyze and escalate Level 2 help desk support requests to the appropriate teams. Monitor and alert high-priority client issues to ensure timely and urgent resolution when necessary.
- Major Incident Management: Act as a major incident manager, coordinating teams, documenting solutions and providing routine updates to clients and internal staff during unplanned sev-1 and sev-2 outages.
- Chat Support: Oversee and manage all client chat interactions, including troubleshooting and routing issues to Level 2 support when required.
- Client Contact Database Management: Maintain and update the client contact database, ensuring that all information for clients, business partners, and vendors is current and accurate.
- System Administration: Serve as the system administrator for the JHA and ZenDesk portals. Responsibilities include adding and removing MDT and credit union resources, performing password resets, and providing user login support.
- Outage Management Assistance: Assist with outage processes, including troubleshooting, executing the urgent communication process via the third-party Statuspage system, and collaborating with other departments to ensure efficient triage and resolution.
- Quarterly Audits: Conduct quarterly audits of the JHA client portal and ZenDesk portal to ensure data accuracy and system integrity.
- Vendor Coordination: Manage 3rd party vendor requests, including passing quotes to clients and internal teams and assisting with troubleshooting as needed.
- Cross-Department Collaboration: Work closely with other departments to ensure smooth and timely workflow throughout the organization.
- Issue Escalation: Escalate issues to the appropriate teams and management to facilitate prompt resolution.
- Management Updates: Keep the management team informed of progress towards established objectives and report any significant challenges that arise.
- Documentation: Complete all required reports and records accurately and on time.
- Internal Knowledgebase: Responsible for documenting solutions, updating, and providing more detailed solutions to provide consistent experience for clients.
- Update Knowledgebase: Document using the KCS methodology for Knowledgebase refinement.
- Meeting Participation: Attend and actively participate in department meetings and committees as needed.
- Work Area Maintenance: Maintain a clean, secure, and well-organized work area.
- Special Projects: Complete special projects and any other tasks or duties as assigned.
- High school graduate or equivalent.
- Financial Institution experience (Symitar preferred).
- Experience in a professional client services position.
- Experience with PC and associated hardware/software troubleshooting.
- Call Center experience.
- Thorough understanding of customer service practices.
- Thorough understanding of financial services.
- Thorough understanding of system administration.
- Knowledge of the Symitar core system.
- Knowledge of the ZenDesk service desk system.
- No hazardous or significantly unpleasant conditions (such as in a typical office).
- Ability to cover different shifts between the hours of 8:00 am-7:00 pm (EST).
- Additional hours, including Saturday/Sunday support, as required.
- Occasional travel overnight for training and conferences.
- Long duration of computer workstation usage.
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