Description:
Summary:
The Associate Product Support Representative plays a crucial role in enhancing our customer support framework by working closely with our banks and internal teams to identify, document, and resolve issues. They will create tickets based on the information provided and assign the ticket to the appropriate team for resolution. The position will require the development of in-depth knowledge of Smiley banking software functionalities, aiming to become a subject matter expert. This position effectively manages client expectations and ensures meaningful communication points are established throughout the issue/request of ticket lifecycle while providing exceptional customer service.
The ideal candidate for this role should have a strong foundation in customer service principles, ideally within the financial services or tech industry. They should have strong analytical skills with the ability to troubleshoot and resolve complex issues. They should have excellent communication skills, both written and verbal, with the ability to convey technical information in a clear and user-friendly manner.
Key Responsibilities:
Execution:
Efficiently analyze customer-reported issues to identify the necessary course of action, whether it involves development, training, or other interventions. Understand client requests and their underlying business needs, and act as a liaison between banks and internal system/development groups.
Collaboration:
Represent the support group in collaborative efforts with the development team on special projects, including the design of new functionalities, testing, and the creation of supportive documentation.
Communication:
Ensure detailed documentation is maintained throughout the ticket lifecycle, from initial reporting to resolution, capturing all relevant details and interactions.
Documentation:
Maintain precise documentation throughout the ticket lifecycle, from the initial report to resolution, ensuring all relevant details and interactions are accurately captured.
Flexibility:
Perform other related duties as required or assigned.
Requirements:
Required Education and Experience
High School degree or equivalent
Knowledge of use of office equipment required by the position (PC, telephone)
Strong knowledge of business analysis fundamentals
Experience with customer communications and technical documentation
Required Knowledge, Skills, and Abilities
Ability to work in a team environment while maintaining positive working relationships with co-workers and clients, both in person and over the phone
Proficient in Microsoft Excel
Excellent communication skills, both verbal and written
Ability to analyze information to formulate conclusions and recommendations
Identify problem situations while maintaining client relations
Preferred Qualifications
College Degree or MIS degree
Thorough knowledge of Smiley's software applications and product capabilities
Experience developing queries
1+ years in either banking or customer support
2+ years in a system-oriented customer support environment
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