Customer Technical Support

2 weeks ago

Gaithersburg, Maryland, United States Addison Group Full time

Position: Client Technical Support Specialist

Location: Gaithersburg, MD - 3 days onsite

Are you looking for a growth opportunity for a reputable company with a positive work environment? Our client is looking for a Client Technical Support Specialist to join their team. Please contact us today to discuss this opportunity

Job Qualifications:

  • Ensure positive client experience through high quality service and communication
  • Capture, update and maintain client contact information
  • Respond to front-line client issues through research (ex. email research, KB, and peer assistance)
  • Documentation of work flows and processes
  • Provide client training as needed
  • Trouble shoot and provide recommendations on design and categorization of tickets within HappyFox. Productize the organizational response and best practices.
  • Document and update involved parties on incident status through service desk management system and all means of communications available
  • Identify, diagnose and escalate situations requiring urgent attention
  • Drive fix and provide an accurate resolution
  • Manage files, databases and execute reports
  • Provide support to internal teams
  • Monitor file transfers
  • Rotational on call support outside of standard business hours
  • Engage in continuous performance evaluation and training projects

Position Type and Work Schedule

This is a full-time position. Days and hours of work are Monday through Friday, with a schedule to be provided by your manager. This position regularly requires long hours and frequent weekend work.

Education and Experience

  • Associates degree or equivalent business experience
  • Two years of technical help desk support experience
  • Relevant experience in the financial, banking or ACH payment processing industry is strongly preferred
  • Strong reconciliation skills
  • Demonstrated success in managing client needs and expectations
  • Highly organized with experience in the documentation of work flows and process
  • Proficient knowledge of Windows Operating Systems and Microsoft Office products
  • Ability to read, develop or learn SQL query statements along with familiarity with XML and JSON file formats would be a plus

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