Technical Support Associate

1 week ago

Alpharetta, Georgia, United States Sopra Banking Software Full time
Job Overview

Company Overview:
Sopra Banking Software stands as a trusted partner for over 1,500 financial institutions globally. Our diverse range of solutions, unwavering commitment, and innovative spirit empower us to assist our clients daily in achieving their objectives, particularly in the realm of financial inclusion. With a presence in more than 80 countries, our clients benefit from our advanced technologies and the expertise of our dedicated workforce of 5,000 professionals.

Role Summary:
In our organization, customer satisfaction is paramount. The Customer Support team is dedicated to enhancing the experience of every client interaction. As a Customer Support Specialist, you will act as a vital link between our clients' needs and our service delivery, ensuring we not only meet but surpass their expectations. You will be recognized as a knowledgeable resource on specific products, guiding clients through intricate inquiries or challenges. Your responsibilities will include addressing complaints and issues related to our offerings, significantly contributing to the improvement of customer experience by resolving concerns, providing insightful recommendations, and delivering essential technical support. You will also assist users in navigating product features and functionalities. Success in this role requires exceptional communication skills and the ability to foster trust with our clients. Familiarity with help desk software is also essential. This is a hybrid position.

Key Responsibilities:

  • Deliver customer support to end users and dealers utilizing our dashboard and mobile application.
  • Manage incoming and outgoing communications to ensure customer satisfaction through effective issue resolution.
  • Document calls and the resolution process meticulously.
  • Refer unresolved issues to the appropriate customer support team member.
  • Suggest enhancements to automation processes and explore opportunities to minimize inquiries via email and phone.
  • Conduct training sessions for dealers as necessary.
  • Investigate and resolve technical issues for clients, including but not limited to:
    • Device power cycling
    • Application access and closure
    • Backend password resets

Qualifications:

Essential Skills:

  • Proficient understanding of mobile operating systems, specifically Android and iOS.
  • Experience with help desk software and remote support tools.
  • Ability to troubleshoot both hardware and software issues effectively.
  • Capability to conduct research to stay informed about current software and hardware trends.
  • Knowledge of VoIP systems.

Core Competencies:

  • Outstanding verbal and written communication skills.
  • Customer-focused, enthusiastic, courteous, and patient, with a proactive approach to service and incident resolution.
  • Willingness to learn and adapt.
  • Team-oriented while also capable of working independently.
  • Ability to thrive in a fast-paced environment.
  • Strong multitasking abilities.
  • Excellent problem-solving skills.

Education and Experience:

  • High School Diploma required.

Work Experience:

  • 2-3 years of prior experience in customer service and support.
  • Experience in providing technical customer service.
  • Experience in a customer-facing or B2B environment.

Preferred Qualifications:

  • Experience in automotive financing or dealership operations.
  • Understanding of CRM systems.
  • Fluency in additional languages such as Spanish, Portuguese, German, or French.
  • Associate's or Bachelor's degree in a related field or equivalent certification.

Why Join Us?
At Sopra Banking Software, we are committed to fostering both professional and personal growth. We ensure that each employee receives the same level of dedication that we extend to our clients. Our culture promotes individual recognition, support, and the provision of necessary resources for growth. We value diversity, equity, inclusion, and belonging, and we are dedicated to creating a workplace that respects and embraces all differences.

Our Commitment:
We are dedicated to maintaining an inclusive work environment and actively promote diversity in all its forms. We believe that our diverse workforce is our strength and are committed to providing equal opportunities for all candidates.

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