Responsibilities

• Provide Customer Support using phone and email
• Independently respond to and provide technical assistance for incoming inquiries from users of online Treasury applications
• Provide technical problem-solving for web browsers
• Troubleshoot the source of issues affecting the customer’s ability to access the application and respond accordingly
• Use customer relationship management tools to document the problems and resolution of each contact
• Support annual user access recertification efforts for Treasury applications
• Decipher diagnostic reports
• Process daily application audit reports and analyze results
• Analyze existing procedures to identify constraints, and can work with peers, management, and analysts to develop or change processes to minimize constraints

Qualifications

• Bachelor’s Degree or commensurate experience
• 2 years’ experience providing customer service support; preferably in a call center
• Knowledge of computer systems, networking, computer components, LAN, browsers, mobile devices, settings, and a comfort level with troubleshooting these topics patiently over the telephone.
• Excellent customer service skills required to meet customer service quality measures
• Use analytical skills for troubleshooting and trend analysis
• Learn the basics of Treasury business lines and the applications that support those business lines, including functions, reports, and help text of the applications to provide premier customer support
• Experience implementing and improving processes
• Experience effectively training customers or coworkers is recommended
• Bilingual in Spanish is preferred.

Last updated : 2024-04-23