Client Tech Support Rep Lead IV in Alpharetta, GA at HUNTER Technical Resources

Date Posted: 10/30/2018

Job Snapshot

Job Description

  • 5 years of experience working in a financial institution – billing and payments, ACH and Credit Card is a plus 
  • 5 years of experience working in a Support, Operations, Customer Service or related field 
  • Proven ability to lead team members and organize the assignment of issues to other team members and ensure SLAs are being met 
  • Strong Communication (both written, presentation and verbal) skills 
  • Proven use of a computer based ticketing system to create, track and/or resolve service requests related to non-routine client inquiries through phone or email contact. 
  • Able to work holidays, weekends, or extended hours as business needs dictate. 
  • Ability to quickly learn a new application and teach others 

  • Associate or Bachelor’ s degree (or equivalent work experience) 
  • Willingness to work in a team environment 
  • Ability to Research/Resolve client inquiries using existing company resources. 
  • Promote and maintain positive client relations. 
  • Provide general application support and troubleshooting for issues such as: application and configuration, file transfer, customer payment and reconciliation. 
  • Create and maintain Service Operations knowledgebase of solutions. Collaborate extensively with peers to resolve client issues while actively contributing to a growing knowledge network that improves the effectiveness of the team and the information available to our clients. 
  • Assist knowledge transition from Development and Implementation teams on application-specific areas covering functional, technical, work process and environment. 
  • Provides appropriate personnel a precise understanding of user' s issues when the problem needs to be escalated to a higher level
  • Participates in training programs to continuously improve product knowledge and service skills. 
  • Self-starter with sense of urgency 

The following are a plus: 
  • Familiarity with batch job scheduling software such as CA Workload Automation 
  • Hands on experience in writing PowerShell Scripts 
  • Experience with SQL Server Database 
  • Well versed in .Net programming language 
  • Demonstrated experience with Monitoring tools and ability to use those tools to proactively make and recommend changes based on issues or trends prior to Clients’ experiencing issues. 
  • Willingness to work in a team environment and within an Agile methodology 

NOTE: Travel Required to Wallingford Connecticut