Customer Support Analyst I

4 weeks ago

Springfield, United States Farm Credit Financial Partners Inc Full time
Description

JOB SUMMARY: This position, under direct supervision, provides tier 1 level support for various FPI systems and basic troubleshooting assistance for all FPI systems. The candidate will work directly with our customers to provide tier 1 technology-based support and emphasize our commitment to analyze and resolve emerging issues within an established time frame.

Shift Hours: 10:30 am - 7:00 pm EST

ESSENTIAL FUNCTIONS:

  • Maximize customer productivity by providing high-quality support to customers via phone, e-mail, or electronic requests within a designated service goal.
  • Assign service issues to other team members, coordinate problem resolution, and implement changes according to established processes.
  • Maintains proficient knowledge of the tools, processes, procedures, and resources necessary to assist in problem determination and recovery.
  • Shares knowledge and information on FPI issues and resolutions by writing accurate documentation and gaining knowledge through experience.
  • Acts with the appropriate sense of urgency to address customer issues at a first-tier level and take the initiative to avoid end-user production impacts, ensuring unresolved problems are escalated appropriately.
  • Research support calls before they go out to developers which may require recreating the problem in a lab environment.
  • Maintains up-to-date working knowledge and understanding of all software applications used by owner associations and services clients.
ADDITIONAL FUNCTIONS:
  • Contributes to increasing the team's knowledge base by providing well-written solutions to common issues and educating end users.
  • Ensures unresolved problems are escalated appropriately.
  • Reinforce SLAs (Service Level Agreements) to manage end-users' expectations.
OTHER DUTIES: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Requirements

QUALIFICATIONS:
  • Ability to work independently, demonstrate a sense of urgency, and work well individually or in a group.
  • Previous customer support experience in a technical or business application role I.e., help desk, banking, IT (Information Technology) consulting
  • Strong listening, verbal, and written skills combined with a desire to resolve customer issues with a proactive approach and strong follow-up with an ability to handle multiple tasks in a fast-paced environment.
  • Accountable, dependable with ability to have a Customer Centric focus.
  • Comfortable with general computer hardware, software, web applications; knowledge of Microsoft Office products, including a working knowledge of Windows 10
PREFERRED:
  • Previous experience or a degree in business administration, information systems, computing studies, IT, or other related fields.
  • Understand Structured Query Language (SQL)
  • Familiarity with support of applications such as nCino, and Salesforce and lending/banking software
  • Good analytical and problem-solving abilities
  • Ability to share learned knowledge so others may benefit.

WORK ENVIRONMENT: Typical noise levels for an open, cubicle-styled environment.

PHYSICAL DEMANDS: This position requires periods of standing, walking, and the use of computer equipment. Additional physical demands include, but may not be limited to, talking or hearing, push/pull, stooping, kneeling, reaching w/hands and arms, and lifting at least 10 pounds.

WORK AUTHORIZATION: Authorization to work in the United States is required.

REASONABLE ACCOMMODATION: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

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