Description
Job Title: Client Service Analyst/Tech Support Call Center Rep
Duration: 12 monrhs
Location: Omaha, NE
Required Pay Scale:
***Due to client requirements this role is only open to USC or GC candidates***
Job Summary:
What does a great Client Service Analyst II do?
Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires. Follows up with clients to ensure that they are satisfied with the company product or service
In this position, you will work in a dynamic, professional, client service-oriented environment with financial institution clients. You will provide day-to-day support answering questions and addressing complex issues. You will work directly with customers and have an opportunity to troubleshoot software application issues products. You will have frequent contact with external customers, vendors, and internal team members. You will support a moderate call volume and will have an opportunity to ensure a customer experience and technical support success.
Basic Qualifications for Consideration:
• Answer incoming client inquiries, primarily phone calls – At least 85% of time on average.
• Under general supervision, troubleshoot, diagnose and resolve moderately complex functional technical and/or operational problems.
• Works primarily within direct Client Services team. Interacts and works in partnership with other provided contacts.
• Effectively organize and present information to Subject Matter Experts.
• Utilize the tools and systems provided to complete assigned responsibilities.
• Attain an advanced knowledge of all products within a designated domain.
• Understanding of technical troubleshooting approaches, tools and techniques, and ability to anticipate, recognize, and resolve technical (hardware, software, application or operational) problems.
• 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.
Preferred Skills, Experience, and Education:
• High School Diploma AND
• Min of 2 years of equivalent combination of education and experience
• Knowledge, Skills & Abilities (L1)
• Client Focus: Demonstrate ability to work independently to resolve a majority of client inquiries and manage engagements to provide a positive client experience. Customer-oriented approach to handing client calls/cases.
• Communication Skills: Proficient written and verbal communication skills. Proficient interpersonal skills with internal and external stakeholders.
• Result Orientation: Ability to organize and plan out time between various activities. Executes more than one activity or task simultaneously and delivers on performance targets/expectations.
• Leadership: Ability to influence clients effectively while troubleshooting.
• Industry Knowledge: Basic understanding of the banking/financial services industry.
• Technical Knowledge: Ability to use summarization and simplification techniques to explain technical concepts in simple, clear language appropriate to the audience; Ability to monitor, measure, and optimize individual and combined utilization of application, hardware, software and telecommunications components to meet customer requirements.
About Matlen Silver
Experience Matters. Let your experience be driven by our experience. For more than 40 years, Matlen Silver has delivered solutions for complex talent and technology needs to Fortune 500 companies and industry leaders. Led by hard work, honesty, and a trusted team of experts, we can say that Matlen Silver technology has created a solutions experience and legacy of success that is the difference in the way the world works.
Matlen Silver is an Equal Opportunity Employer and considers all applicants for all positions without regard to race, color, religion, gender, national origin, age, sexual orientation, veteran status, the presence of a non-job-related medical condition or disability, or any other legally protected status.
If you are a person with a disability needing assistance with the application or at any point in the hiring process, please contact us at email and/or phone at: [email protected] // 908-393-8600
