Partner Support Manager - Peachtree Corners, United States - Alogent

Description

Job Description

Alogent is the market leader in providing item processing, document management and digital banking solutions to credit unions and banks with over 25 years' experience in providing the technology, support, and expertise to overcome business challenges in financial institutions. Our partnership-based approach to working through business issues has been recognized by our clients and partners, resulting in long-term relationships as their business needs evolve. Alogent continues to forge ahead through the creation of specialized technologies and services that utilize imaging and automation to achieve proven results. Our goal is to be the premier financial technology partner to financial institutions everywhere.

The company is headquartered in Peachtree Corners, GA, with regional teams across the United States.

Job Overview:

The Partner Support Manager works with key Alogent technical partners and customers assisting them in resolving technical and operational issues regarding Alogent products. Excellent leadership, communication, analytical, troubleshooting, and organizational skills are crucial, in addition to a desire to understand how our solutions drive value and improve the lives of our clients.

This position is a hybrid working a minimum of 3 days/week from our headquarters in Peachtree Corners, GA.

*Important Note: Applicants for employment in the United States must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Alogent.

Responsibilities:

• Develops, manages & maintains client relationships
  
• Provides customer service to clients using a case tracking system for notes & management
  
• Provides expertise and coordinates unique and complex troubleshooting efforts between clients, engineering, development and development support and operations staff
• Reproduces reported software bugs/issues as required for case resolution
• Interfaces with technical development resources and internal client services personnel to determine the nature of non-routine and complex problems and implements remedial procedures for customer. Interacts with external, as well as, internal clients for the purpose of data gathering, assisting with solution design, and ensuring development of solutions that meet or exceed client expectations
  
• Installs new and upgrades existing software releases for mission-critical software into test and production environment
  
• Resolves deployment related issues for clients and internal resources for test and production environments
  
• Identifies workarounds for issues where possible
  
• Identifies and reproduces software defects and document them for development resources
  
• Understands and meets contractual commitments with regard to support for clients
  
• Holds meetings as required with assigned clients
  
• Creates/documents knowledgebase and/or training articles
  
• Available to support customer requests outside of business hours on an on-call rotational schedule and as needed for pre-scheduled after-hours activities
• Mentors and develops junior members of the Alogent Support Team by performing case review, assisting with case resolution and addressing escalated issues
• Proactively monitors the Support Team case's and addresses issues before escalations occur

The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities.

Requirements:

• 3+ years experience supporting banking software. Alogent Software and Services experience is a plus but not required
  
• 5+ years experience in a technical application support role
• 5+ years experience with Microsoft Windows Operating Systems
  
• 5+ years experience with Microsoft SQL Server
  
• 5+ years experience with Web Applications hosted in IIS
  
• 3+ years of People management experience
  
• Experience with a bash scripting/terminal emulation environment, e.g. Cygwin, Powershell
  
• Excellent written and verbal communication, prioritization, and organization skills
  
• Ability to communicate effectively with senior management of customers and Alogent
  
• Networking knowledge – TCP/IP, DHCP, DNS, addressing, subnets LAN/WAN/Router/Firewall a plus
• Excellent understanding of the Client and Server architecture and troubleshooting methodologies and technologies
  
• Excellent understanding of HTTP Requests with WCF, SOAP, XML, RESTful technology
  
• Excellent understanding of .Net Application structure and configuring .Net Application configurations
  
• Strong debugging and troubleshooting skills
  
• C#/.Net programming/debugging experience
• Platform performance monitoring/evaluation of Windows systems and Microsoft SQL Database systems
  
• Familiarity with technical operations in a Credit Union or Bank required
  
• Practical experience supporting financial core products, e.g. Episys(Symitar), Correlation, DNA a plus
  
• Technical degree or equivalent experience

Working Conditions:

• Must be able to work with possible distractions in the work environment
• May require sitting, standing, or being on phone calls for long periods of time
  
• Must be able to work weekends, nights, and on-call shifts
  
• Available to support customer requests outside of business hours on an on-call rotational schedule
  
• Ability to travel when required
  

BENEFITS:

• Competitive benefits including medical, dental, vision, life, disability, Employee Assistance Program, Flexible Spending Account, Group Accident, Critical Illness, Pet Insurance, Identity Protection Program and long-term care
• Excellent 401(k) plan with company match
• Paid time off (PTO) and Holidays
• Paid voluntary time off (VTO) day
• Wellness programs
• Monthly educational sessions for employees
• A knowledgeable, high-achieving, experienced, and fun team
• A diverse work atmosphere

Employee Polygraph Protection Act

Equal Employment Opportunity

Family and Medical Leave Act

Notice To Third-Party Agencies:

Alogent does not accept unsolicited resumes from recruiters or agencies. Any staffing/employment agency, person or entity that submits an unsolicited resume to this site does so with the understanding that the applicant's resume will become the property of Alogent. Alogent will have the right to hire that applicant at its discretion and without any fee owed to the submitting staffing/employment agency, person, or entity.

Alogent is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, or any other characteristic protected by federal, state or local laws.