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Customer Support Analyst
Ref No.: 17-02517
Location: McLean, Virginia
Position Type:Full Time
Pay Rate : $ 45,000.00 - 55,000.00 /Year
Customer Support Analyst

Position Summary
The Customer Support Analyst provides support to end users on a variety of issues. Incumbents identify, research, and resolve technical problems. They respond to telephone calls, emails, and personnel requests for technical support. They document, track, and monitor problems to ensure timely resolutions.

Position Responsibilities
  • Answer inbound calls from Support line and log issues accordingly onto the system
  • Monitor and manage issues coming into the system (mail and web portal) as well as gather
  • required information from customer for troubleshooting purposes
  • Troubleshoot issues classified as 'functional' and escalate as appropriate
  • Document and escalate customer complaints.
  • Ensures accurate client information is documented and processed.
  • Follow incident management processes, procedures, and associated tools requirements.
  • Communicate with internal and external departments, communicate with customers, as
  • needed, to report on status and resolution of issues
  • Document contacts and follow ups in system database.

Required Knowledge and Experience
  • B.S. in Finance or Information Systems, Computer Science or related field
  • Knowledge of Oracle and/or SQL databases
  • 2+ years of customer service experience
  • Knowledge of technology and systems that support financial reporting
  • Working experience including skills in one of the following: Loan Accounting concepts, SOP 03-3, FAS91, Amortization, LOCOM, TDR, SOP Pool Process
  • Java, JSP, JavaScript, XML, XSLT, HTML
  • Database Concepts, SQL, ETL
  • MS Excel, Macros, VBA
  • JAVA Frameworks: Hibernate, Spring, Spring MVC, Apache Velocity
  • Application Server, Jboss, Weblogic, Tomcat etc
  • Datawarehousing, Business Intelligence

Required Capabilities and Behavioral Attributes
  • Have an excellent customer service focus, used to work in an SLA driven environment and used to work under pressure
  • Must be able to troubleshoot, diagnose and document issues. Must own the issue until resolution and be responsible for all assigned issues.
  • Excellent verbal and written communication skills
  • Good organizational skills
  • Ability to work well with a team in a fast-paced environment
  • Self-starter, able to take the initiative, but equally a good team player
  • Able to assess when escalation is needed