Technical Support Analyst at ACI Worldwide in Auburn, Alabama

Posted in General Business 29 days ago.

Type: Full-Time





Job Description:

Summary:

The Technical Support Analyst will work within a team of experienced technical analysts to respond to all customer needs in an effective and efficient manner. This individual acts as a single point of contact to coordinate and escalate for the resolution of customer impacting incidents and questions. Strategically focused and responsible for customer satisfaction, maintaining customer communication, and the overall management of the customer relationship during the lifecycle of a raised incident. This position requires a passion for problem solving, understanding of billpay applications and the ability to learn new concepts.

Responsibilities:


  • Understand and adhere to all Corporate Policies to include but not limited to ACI Code of Ethics and Global Information Security.
  • Build and maintain relationships with customers and maintain detailed knowledge of customer specific applications and internal processes/procedures.
  • Troubleshoot and resolve customer reported issues/questions related to an assigned product.
  • Lead troubleshooting conversations and investigations.
  • Gather data, test and replicate problems.
  • Answer questions related to configuration and operation by testing and reviewing available customer documentation.
  • Drive internal coordination to support customers for incident, problem resolution, and long-term customer remediation plans

    • Triage involvement/participation for critical incidents

  • Responsible for interfacing professionally with the customer and internal departments to report on and resolve client raised issues.
  • Track customer inquiries using online case tracking system(Jira).
  • Participation in audit activities related to the Incident Management process
  • Be part of the on-call rotation

Minimum Requirements:


  • 3+ years relevant experience in a customer service capacity
  • 3+ years relevant experience in Information Technology
  • Experience and working knowledge of Microsoft Office, SQL and case management systems. (eg. Jira, Salesforce)
  • Excellent written and verbal communication skills
  • Detail-oriented and possess exceptional problem-solving and follow-up skills
  • Strong organizational and prioritization skills
  • Ability to quickly respond to pressing issues that arise
  • Ability to research circumstances thoroughly and make appropriate recommendations and/or decisions

Preferred Skills:


  • Bachelor's degree, preferably in Business, Computer Science, Information Technology
  • 5+ years relevant experience in a customer service capacity
  • 5+ years relevant experience in Information Technology
  • Intermediate SQL Knowledge
  • Be able to lead problem investigations and discussions
  • Advocate for the client to gather internal support for investigations as required
  • Systems thinking, be able to zoom in and out across a solution to see the big picture and the role each smaller component plays
  • Post go-live support experience a financial/payment environment
  • Basic understanding of Payments Industry
  • Basic understanding of end-to-end Transaction Processing

Benefits: In return for your expertise, we offer growth, opportunity, and a competitive compensation and benefits package in a casual work environment.The Technical Support Analyst will work within a team of experienced technical analysts to respond to all customer needs in an effective and efficient manner. This individual acts as a single point of contact to coordinate and escalate for the resolution of customer impacting incidents and questions. Strategically focused and responsible for customer satisfaction, maintaining customer communication, and the overall management of the customer relationship during the lifecycle of a raised incident. This position requires a passion for problem solving, understanding of billpay applications and the ability to learn new concepts.





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