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DP

Customer Support Analyst

DP Professionals
🇺🇸 United States
Hybrid
Staff / Principal
6 months ago
  • HIPAA
  • Citrix
  • ServiceNow
  • Salesforce
6 months ago
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DPP is seeking aCustomer Support Analyst for our client in Columbia, SC.
 
Work arrangement:
  • Hybrd: 3 days onsite, Friday and Monday remote.
  • W2 position; 6 months 
Responsibilities and duties:
  • TheCustomer Support Analyst receives, investigates and responds to customer inquiries regarding complex products, services and issues via all channels through which customers are served.
  • Will train on new business applications and be prepared to support upcoming system implementations.
  • Maintains high levels of customer satisfaction, demonstrates commitment to quality, related to operational and technical support of complex products and/or processes of the Bank. Knowledge of major products and services and has the ability to apply this knowledge appropriately.
  • Learns existing business applications, how they interact with other applications and provides timely support to end users. Resolves customer/ Association partner inquiries and issues. Recommends appropriate solutions. Resolves complex or reoccurring issues.
  • Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.
  • Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
  • Demonstrates support of teammates, second level staff, senior management, processes and procedures and assigned tasks to ensure the success of the Customer Support department and system deployments.
  • Ensures the customer’s issue is fully resolved for all requests. Serves as a Core Support Services employee under the Bank’s Short Term Emergency Plan (STEP) and is available to provide support when the Bank operates under this plan
  • Uses multiple system tools to search and troubleshoot questions and issues of systems and applications
  • Ability to manage multiple concurrent objectives, making effective judgments as to prioritizing and time allocation, as well as being accountable for personal self-development to include maintaining knowledge for supported systems. 
Required knowledge, skills, and abilities:
  • Education and/or experience equivalent to an Associate degree in Business or technical discipline, as well as related experience or product knowledge to accomplish primary duties.
  • Experience in customer support/call center environment preferably dealing with PC and application software, mainframe and client server computer systems
  • Certified Help Desk Professionalpreferred.
  • HIPAAcertified preferred.
  • Ability to communicate/interact effectively with customers, users, technical experts, and all levels of management
  • Strong customer service orientation; desire to embrace technology as a means of improving service
  • Proven organizational skills and demonstrated abilities to establish priorities, take initiative, work under time pressures and exercise sound business judgment 
  • Tools and technology used: VDI, VM, active roles, Citrix support, Microsoft 365 support, business application support
Nice to Have:
  • ServiceNow and/or SalesForce - nCino experience
  • HDI certification
Work environment:
  • This is a consulting opportunity with one of the largest financial institutions in South Carolina. Our client is a growing lending institution with over $39 billion in assets.
  • They place great value on their employees and consultants and offer a smoke-free work environment and business casual dress. Enjoy working in Columbia’s revitalized downtown community, surrounded by institutions rich in culture, eclectic restaurants and retail stores. 
Authorized US Worker - US Citizens and those authorized to work in the US are encouraged to apply. We are unable to sponsor at this time.

Interested? Learn more:
Click theapplybutton to learn more about this position (#26-00280).
 
DP Professionals (DPP) offers a range of compensation and benefits packages to our employees and their eligible dependents.DPP is a certified Woman-owned Small Business Enterprise (WBE and WOSB) with more than 25 years in the staffing industry.EOE/AA/V/D

Customer Support Analyst · DP Professionals

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