Technical Support Specialist

4 weeks ago


Charlotte, North Carolina, United States Ascensus Full time

Job Summary:

The RPS Technology Specialist position at Ascensus is responsible for acting as the technical liaison between internal and external clients, development teams, and third-party vendors. This role requires strong technical skills, excellent communication, and problem-solving abilities to provide technical resolutions and support to clients.


Key Responsibilities:

  • Advocate for clients to provide technical resolutions by developing, recommending, implementing, and facilitating solutions to fit their needs.
  • Document client support and ensure service level standards are met.
  • Manage new or existing client relationships through the implementation of products and subscriptions and provide technical support of RPS products.
  • Provide second-level technical assistance to internal and external clients using multiple applications for troubleshooting and research.
  • Manage upgrades, QA testing, and rollouts of software products and services.
  • Utilize internal systems to monitor and maintain detailed information for project tracking and problem resolution.
  • Provide customer service support in a call center environment through various mediums: phone, email, and ticket system.
  • Identify and respond to all internal and external client issues in a manner consistent with quality customer service.
  • Serve as a coordinator in the creation and fulfillment of customized web landing pages, products, and service solutions specific to RPS products.


Requirements:

  • Associate Degree in Business, Finance, IT, or a related field or equivalent work experience.
  • A minimum of 4 years of customer service and technical support experience.
  • Previous knowledge of the financial services market and IRA, ESA, and HSA compliance is preferred.
  • Excellent computer efficiency and strong understanding of various operating systems and ISPs.
  • Project coordination experience and ability to work within deadlines.
  • Excellent service skills, customer service skills, and proven ability to use effective listening skills.


Ascensus is an Equal Opportunity Employer:

We provide equal employment opportunities to all associates and applicants for employment without regard to ancestry, race, color, religion, sex, gender, gender identity, gender expression, national origin, age, physical or mental disability, medical condition, marital status, military or veteran status, genetic information, sexual orientation, or any other protected category in accordance with applicable federal, state, or local laws.



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