*client support tier 2*
your primary function will be to answer support tickets and assist with whatever technical issues the client may be facing. To ensure success as a technical support analyst, you should have in-depth knowledge of hardware and software systems, high-level interpersonal skills, and the ability to solve complex it issues. Ultimately, a top-notch technical support analyst can easily identify and solve technical issues on-site and via remote access.
*main responsibilities*
- provides service support to both internal and external clients for a specific product or group of products, and is considered the primary liaison between the client and first data.
- defines and/or resolves moderately complex customer problems within the designated product lines.
- has full product service issue accountability, including incident reports, communication center notification, service point work item records, adhering to client service level agreements,
- monitoring liability issues and escalation to management when appropriate.
- provides consultative servicing in order to meet client and company objectives, and fosters positive relationships with the client and internal departments.
- controls liability exposure, interprets and communicates industry standards, updates internal systems, communicates enhancements with expertise in product specific transactions, screens and reports, in addition to possessing knowledge of product/system functionality gained through experience, research and testing.
- adheres to established policy and procedures
*requirements*:
- degree on business administration, industrial engineering or system engineering
- advanced english
- 3 years’ experience on similar job fields
- experience on: banking technology, fintech and payment methods.
- functional technical knowlege
- plus: knowledgeable about itil