Client Support Specialist - Austin, United States - IBT Apps
Description
**Client Support Specialist i2Suite (Reporting & General Ledger) Platform and i2OLB (Online Banking) Platform**
Support Cedar Park, Texas Minimum Experience **Mid-level** IBT Apps is a financial services software company that supports community banks and credit unions across the United States. We are looking for candidates with financial institution and/or technical software expertise to join our client support team as a software specialist for our i2Suite (Reporting & General Ledger) Platform and i2OLB (Online Banking) Platform. The ideal candidate is an exceptional problem-solver with a positive attitude and excellent communication skills who is seeking professional growth within an innovative financial technology company. Our current team is comprised of staff that has a background in a wide variety of financial institution roles (Teller, Personal Banker, deposit operations, loan processor, loan operations, and bank help desk personnel).
Duties/Responsibilities
Manage i2Suite Platform and i2OLB Platform cases from origination to resolution, including but not limited to software application troubleshooting, custom report and dashboard writing (SQL), and ancillary support for third-party software.
Provide ongoing technical support for i2OLB and additional installed products.
Project a friendly and professional persona, by phone and in writing.
Answer incoming phone calls; understand basic functionality of full suite of products for assurance of proper call routing to appropriate client support specialists.
Follow escalation workflows for assignment of cases beyond the scope of support, including but not limited to sales, network management, enhancement, and repair case types.
Collect case information, research solutions, coordinate resources, and carefully document support case records throughout the life cycle.
Communicate with customers often, keeping them informed of progress with appropriate urgency.
Maintain client confidentiality and regulatory compliance standards.
Manage additional projects and duties as needed or assigned.
Requirements/Skills
One year of experience in a financial institution and/or software support or a two-year degree in business or IT plus one year of service industry experience
Strong Technical Background
Knowledge as SQL Reports Writer
Working knowledge of Microsoft Office Products
Excellent written and verbal communication skills
Quick learner with innovative problem-solving abilities
Strategic thinker with strong analytical skills
Successful working independently and collaboratively
Eager to exceed customer expectations and contribute to team objectives
Willingness to learn and advance within the support team environment
Location Cedar Park, Texas Minimum Experience Mid-level