Technical Support Analyst I AgilLink

TECHNICAL SUPPORT ANALYST I AGILLINK

WHAT IS THE OPPORTUNITY?

The AgilLink Tech Support Analyst position is a client‑facing role responsible for responding to client questions and requests for assistance. Analysts diagnose AgilLink software issues and provide timely resolutions. They must understand how to use the AgilLink system properly, align it to client needs, and use remote connectivity tools to connect to client desktops for troubleshooting. The role also includes basic instruction and consultation with clients or other departments and escalation to higher levels or other departments as directed.

WHAT WILL YOU DO?

Respond to a variety of support requests (via phone, email, web chat, etc.) in a timely and professional manner. Identify, record, and elevate software issues to appropriate parties, including AgilLink Product and Development teams. Advise business management firms on best practices and efficient use of AgilLink software, including system security, online banking integration, and document storage. Identify training needs and recommend services to fill client knowledge gaps. Use remote connectivity tools to support client servers or workstations running AgilLink software. Interface with product and development teams on critical system issues to provide status updates for clients and internal departments. Provide instruction to client IT contacts or AgilLink users regarding system use and operability. Provide ad hoc or informal training to clients to support the use of the AgilLink system alongside case management.

WHAT DO YOU NEED TO SUCCEED?

Required Qualifications High school diploma or equivalent. Minimum 3 years of experience supporting users of Windows desktop applications. Minimum 3 years of experience in a customer service helpdesk environment. Minimum 1 year of experience in Accounting or Finance. Additional Qualifications General knowledge of banking products and their functions. Advanced ability to observe, document, and report ongoing client issues for resolution. Excellent interpersonal skills, including telephone, verbal, and written communication, active listening, and customer care. Ability to communicate with sensitive, high‑profile clients regarding computer systems essential to their business operations. Demonstrated expert-level experience troubleshooting and resolving technical issues in real time and finding viable solutions to unexpected situations. Experience using remote connectivity and remote control software tools. Ability to work autonomously and be a self‑starter; able to organize and prioritize in a multi‑task environment and meet deadlines without reminder. Strong knowledge of the Microsoft Office suite of products. Experience with payroll systems such as ADP and Paychex. Preparation of 1099s (NEC, MISC, R, DIV, INT). Experience with financial accounting and investment brokerage accounts. Compensation Starting base salary: $28.58 – $45.66 per hour. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions. Benefits and Perks Comprehensive healthcare coverage, including medical, dental, and vision plans, available the first of the month following start date. Generous 401(k) company matching contribution. Career development through tuition reimbursement and other internal upskilling and training resources. Valued time‑away benefits, including vacation, sick, and volunteer time. Specialized health and family planning benefits, including fertility benefits and support programs for cancer, diabetes, and musculoskeletal conditions. Career mobility support from a dedicated recruitment team. Colleague resource groups to support networking and community engagement. Unless otherwise indicated as fully remote, reporting into a designated City National location is an essential function of the job. Inclusion and Equal Opportunity Employment City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal‑opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by law. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. #J-18808-Ljbffr City National Bank