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Years of Experience
Date Last Verified
ProfileClient Services Specialist Responsibilities: Responsible and accountable for providing software application support assistance on Lending Segment products and/or components to clients at a moderate level. May participate in other activities including sales support, software implementation, training, software testing, account management, system configuration, release coordination, and product design. Clearly and professionally communicate with clients to gather data on their support issues. Thoroughly document all interactions with clients in Microsoft CRM case tracking system. Educate clients on availability and usage of on-line tools. Adhere to Client Services standards and processes while also ensuring assigned performance targets and service level objectives are met. Ensure client satisfaction by responding to requests for assistance. Investigate, troubleshoot, or escalate issues as required. Accept responsibility for, coordinate, and track issues to a resolution/conclusion. Remotely connect to users’ computers, determine minimal use-case to recreate issue, solve issue if possible or provide concise details for escalation and further analysis and resolution. Escalate complex and/or client sensitive issues. Document client suggestions for enhancements; provide work-around solutions, when possible, for identified problems in products; and ensure internal individuals who need to be informed are made aware of problems. Use tracking systems to report and monitor product maintenance and enhancements. Create, review, and update knowledgebase articles for internal and external use with goal of spreading knowledge internally while also reducing and deflecting support requests from clients. Apply the knowledge found in existing knowledge articles to successfully resolve client issues.This may involve sending a client an article directly or using knowledge found in an article to help a client via the phone. Recommend changes to knowledge articles where information contained in the article is not sufficient to successfully address an issue and solve a case. Maintain proficient knowledge of job related information as required. This may include financial institution, compliance, or technical information. Build and maintain knowledge on all products. Seek to maximize support certifications. Maintain a general knowledge of product usage within designated operating systems, networks, hardware, databases, and peripherals as required. May act as liaison between clients and third party vendors to determine and document specifications and may use program utilities to create screens, map data and program logic. May correspond with clients and attorneys on legal or compliance issues relating to products and their proper use. May act as liaison between users and development. May be assigned to perform pro-active work with designated clients. This may include reviewing test plans, and conducting regularly scheduled check-ins. Provide support or assistance to Sales and Training staff as required. Participate in or client specific product testing as required. Participate in the development and/or presentation of topics at user group meetings, client sites and in-house training sessions as required. Maintain a general knowledge of company procedures and policies. Perform additional duties or special assignments as required.
Qualification and Experience
Requirements: Bachelor’s degree in Business, Information Systems, Law, Finance or related discipline or equivalent experience. 2+ year’s software application support. 1+ year call center or support center experience. Experience with lending or other financial application software preferred. Understanding of financial institutions, lending, accounts or operations preferred. OR Technical Experience. Familiarity with basic computer networking including thin client environments preferred.Knowledge of Microsoft Operating Systems (Windows 7, Windows 8, Server 2003, Server 2008 R2, Server 2012). Familiarity with basic computer networking. Deductive problem solving skills to investigate and solve a broad range of problems. Superior customer service skills. Ability to interact effectively with both non-technical software application users and technical software application users. Ability to prioritize and balance multiple tasks. Willingness to research and figure out complex software issues at a software application user level and sometimes beyond. Ability to analyze each support request for root cause, determine if the issue could be prevented by changes in the software application or users processes and outline change recommendations. Active listener with the ability to understand what may not be asked or communicated thoroughly by user. Excellent follow-through with minimal management. Working knowledge of MS Office applications and the internet. Professional experience working with Microsoft Windows based PC’s and Servers Proficiency in the installation, use, and troubleshooting of software applications. Ability to prioritize requests in accordance with agreed criteria and with reference to department service level objectives. Ability to monitor and document progress of issue support and ensure timely communication with users and other interested parties. Excellent interpersonal communication skills via telephone, in person, and in writing. Excellent and detailed documentation. Effective time management skills. Ability to learn quickly. Possess a neat, punctual, positive, proactive and professional work ethic. Ability to work well as part of a team or independently. General understanding of databases or reports.
Req. #: 0217_0001595