Customer Support Analyst

Customer Support Analyst

DPP 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 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 Professional preferred.
• HIPAA certified 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 the apply button or contact our recruiter Mike at View email address on click.appcast.io 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