Technology Support Analyst

Technology Support Analyst

Our client is a Fortune 500 financial and payments technology company, and leads the industry in innovation, scale, and service. They are now looking to add to their team.

Purpose: The Technology Support Analyst will provide support for stakeholders using our 3rd party and internally developed technologies. This role will report to the Manager of Internal Applications Support and will work closely with our internal stakeholders in supporting these various products. The ideal candidate understands our technology stack, procedures, and has the ability to rely on extensive experience and judgment to problem solve issues. As a member of the Internal Applications Team, this individual will be a strong collaborator with a hands-on approach, taking ownership of Internal Applications technology support tickets to support the growth and scale of our North American distribution channels.

Duties: Provides a superior customer support experience for all users. Maintains documentation for each incident or request, and escalates complex problems to the next level of support per documented procedures. Effectively works with Internal/External Customers, Service Desk, Product Development, and Technical Services personnel. Responds to and resolves inquiries and requests for assistance with 3rd Party/Internal Technologies. Logs and tracks problems; reviews problem tracking databases

Tops 3 skills: Technical aptitude Desire to continue to learn technology Analytical and critical thinking skills- someone who can troubleshoot

Qualifications: One or more years of IT support experience required OR equivalent combination of education and experience. Strong credibility and interpersonal skills; ability to work with a diverse team across the US. Excellent verbal and written communication skills. Experience in supporting sales organizations, sales processes, sales methodologies, and strategy and can be a trusted advisor to leadership. Ability to build strong working relationships with cross-functional teams and stakeholders to ensure the sales organization's efficient operation and success. Passion for problem solving and ability to follow a defined process is a must.

IT support/help desk/desktop support: 1 year Customer service/customer support: 1 year Working knowledge of the following Technologies or Equivalent: Salesforce, Drift, Outreach.io, Dialpad, KornFerry Sell, Docusign, & Raydiant (FKA Hoopla)

Education: High school education or equivalency is required. (Bachelor's degree in information systems or financial technology is preferred)