- Providing support for each of SHAZAM's core applications including: CIS, Loans, Deposits, G/L, SDB, Teller, Share Holders, & Investments.
- Providing support for various ancillary systems such as the graphical interface, Word Notice server, Passbook server, year-end processing and third party interfaces.
- Providing support for Digital Banking (Internet Banking).
- Providing technical assistance for hardware and OS issues when possible.
- Providing assistance to the customer in using the SHAZAM core products to solve banking problems (example: out of balance issues).
- Initiating programming problem tickets when appropriate.
- Communicate proper expectations with the SHAZAM Core customers on problem resolution.
- Participate being on the afterhours on-call rotation.
- Minimum of two years banking experience, preferably with SHAZAM Core.
- Demonstrated ability to recognize problems and react quickly.
- Organized, detail oriented and dependable work habits.
- Must be highly motivated and fully engaged with a commitment to high standards.
- Excellent verbal and written communication skills.
- Strong customer service skills required.
- Ability to in a fast paced environment, to meet deadlines, to work overtime and/or be "on call" as needed.
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Customer Support Analyst - Des Moines, United States - ITS SHAZAM
Description
As a Customer Support Analyst you will answer questions and resolve issues submitted by our financial institutions regarding the use of SHAZAM Core Services suite of products. Our Customer Support Analysts recreate reported issues, perform extensive research, and test various scenarios on the system in order to find a resolution. The resolution is documented in our ticket tracking system and occasionally a detailed software correction description is written and submitted to the Research and Development team. Our Customer Support Analysts manage a large quantity of customer call tickets and have individual as well as departmental deadlines for the completion of tickets.
ACTIVITIES
*Actual compensation will be based upon factors such as geographic location, experience, education, and/or skill level and will be finalized at the time of offer.
