Desired Skills and Experience

  • Troubleshoot complex client applications, integrations and environment issues escalated from Tier 1 support
  • Troubleshoot and resolve customer problems of a complex nature such as code defects, product configurations (files or data), networking, platform, third party communications, hardware configuration or modifications in database tables
  • Manage an individual open case queue while monitoring the team queue
  • Thoroughly document and track case histories, issues, and actionable steps taken utilizing a case tracking system
  • Regularly update customers, via phone, email or client relationship management tool, of ongoing troubleshooting and resolution efforts, as dictated by published policy and procedure guidelines
  • Escalate unresolved problems to the appropriate resources and departments in accordance with published guidelines
  • Often make data or configuration edits in a production environment, requiring extreme care and attention to detail
  • Use available tools, procedures, instructions, and documents to resolve technical problems
  • Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to
  • Must have 2 years of related work experience
  • Intermediate knowledge of T-SQL required
  • Previous experience with Python, PowerShell desirable
  • Ability to learn new languages (read and interpret), including SQL queries and python, or other languages as needed
  • Must have solid troubleshooting skills and resolve most issues with minimal to moderate effort
  • Must have the ability to work on multiple cases, prioritize, and resolve issues in a timely manner within a high-pressure environment
  • Innate desire to find the root causes of technical issues, while balancing business needs to identify, support, and solve customer needs
  • Excellent documentation, analytical, and problem-solving skills and organizational skills
  • Ability to quickly learn new technologies and programs
  • A focus on customer satisfaction, demonstrating initiative, self-motivation, and a keen attention to detail needed
  • Must maintain excellent customer service and professionalism in all customer interactions to include thorough and consistent follow-through
  • Knowledge of banking practices and Salesforce is helpful
  • Expert in Q2 inter-connectivity and troubleshooting of software components