Customer Support Analyst

Customer Support AnalystDPP is seeking a Customer 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:The Customer 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 planUses multiple system tools to search and troubleshoot questions and issues of systems and applicationsAbility 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 systemsCertified Help Desk Professional preferred.HIPAA certified preferred.Ability to communicate/interact effectively with customers, users, technical experts, and all levels of managementStrong customer service orientation; desire to embrace technology as a means of improving serviceProven organizational skills and demonstrated abilities to establish priorities, take initiative, work under time pressures and exercise sound business judgmentTools and technology used: VDI, VM, active roles, Citrix support, Microsoft 365 support, business application supportNice to Have:ServiceNow and/or SalesForce - nCino experienceHDI certificationWork 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 the apply button 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