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Technical Support Analyst 2
Ref No.: 17-15767
Location: Ashburn, Virginia
Title: Technical Support Analyst2
Location: Ashburn, VA
Duration: 06 Months

W2 Candidates only

Description:
This individual contributor role is responsible for identifying and resolving client issues of moderate complexity. This position will provide day-to-day support to financial institutions which includes; responding to customer inquiries related to web-based software applications issues while ensuring customer expectations are exceeded.

Must have skills:
  • Must have 2-4 years in a client facing (phone/email) role.
  • Customer support experience in financial services, software or IT.
  • MS office tools experience is a must (e.g. MS Excel, PowerPoint, Word, Visio, etc.)
Responsibilities:
  • Provide operational support to large financial institution for specialized software products; act as the voice of the client to other internal groups, including the Product and Technical teams
  • Identify, troubleshoot, and resolve moderately complex processing, application usage, or business issues to exceed customer expectations
  • Assure prompt and permanent resolution of client inquiries relating to general functionality for software applications
  • Understand customer needs, business requirements, and priorities to develop solutions and recommendations based on business needs
  • Educate customers on software applications, usage and functionality
  • Responsible for own work flow assignments and must be able to take the initiative to resolve problems and meet deadlines
    Assess operational opportunities to increase service quality or efficiency
  • Build and enhance positive working relationships with client institutions, processors and internal stakeholders
  • Available during off hours for high priority issues or special projects; on-call monthly for after-hours client inquiries
Qualifications:
  • Bachelors degree in business or computer related field preferred
  • Minimum of 2-4 years experience in a customer support role in financial services, software or information services
  • Ability to comprehend and translate technical information and apply to business solutions
  • Self starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines
  • Demonstrated success in customer relationship management
  • Strong verbal, written, presentation and interpersonal skills are required
  • Able to set priorities, influence others, and manage customer expectations
  • Excellent time management, organization, and planning skills are essential
  • Experience using standard MS Office tools (e.g. MS Excel, PowerPoint, Word, Visio, etc.)