Technical Support Analyst II

Overview

Hybrid
$19 - $21
Contract - W2
Contract - 12 Month(s)

Skills

Desktop support
troubleshooting
configuration
network

Job Details

Immediate need for a talented Technical Support Analyst II. This is a 12+months contract opportunity with long-term potential and is located in Lindon, UT (Hybrid ). Please review the job description below and contact me ASAP if you are interested.

Job ID: 25-73835

Pay Range: $19 - $21/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities:

  • Integrate and implement software solutions, hardware and services for new client accounts
  • Remotely install Integrated hardware and software
  • Setup and configure integrated hardware
  • Enter client processing account credentials into partner software
  • Configure integration with partner software
  • Test and confirm ability to perform all integrated features
  • Train clients on how to use integrated features and Integrated reporting tools
  • Clearly and concisely document all client interactions according to department procedure, keeping detailed, accurate notes; update account statuses as needed Provide customized training on standalone hardware and online portals
  • Provide custom tailored training to clients on use and best practices for online virtual terminal, credit card and ACH reporting, payment requests, and user creation based on their business needs
  • Provide detailed training on integrated business analytics tools
  • Train clients on setup, use and function of non-integrated, standalone EMV devices Client F1rst with a servant mentality
  • Approach every client interaction with the client's specific needs in mind
  • Provide every client with a 'White Glove' experience by helping them feel and understand our passion for their success
  • Help our clients understand the value, not just the function, of our software, solutions, and services
  • Understand our clients business timelines, monitoring their account, and following through with our clients as they pass their important onboarding milestones
  • Receive and accept client feedback, coordinating with other departments as necessary to drive a continuous differentiated, positive experience for the client Communication and Collaboration
  • Frequently collaborate with partners and internal development teams to improve documentation, processes and resolve client concerns
  • Utilize gmail to respond to client email request
  • Utilize Google Meetings to interact with clients and provide group trainings
  • Utilize other G Suite services to communicate with internal teams Understand and adhere to PCI process and procedure
  • Perform the necessary level of data verification for client interactions
  • Understand the basics of PCI requirements for clients and be able to help answer or direct their PCI related questions Post Implementation Responsibilities
  • Follow-up with clients on their go-live date to confirm successful processing.
  • Provide additional training or configuration as necessary
  • Facilitate communication between the client and appropriate parties for questions or requests as necessary

Key Requirements and Technology Experience:

  • Key Skills; Desktop support, troubleshooting, configuration, network
  • 2-3 years of Implementations experience (or equivalent in technical support and client success)
  • Ability to troubleshoot Windows and Apple based Operating Systems
  • Understanding of high-level concepts around Terminal Services, Cloud Based Software and Software as a Service (SaaS)
  • Understanding of home/ business networks (wire and wireless) using multiple network technologies and consumer/business peripherals, such as switches, routers, modems, printers, etc.
  • Understanding of networking technologies TCP/IP, DNS, and firewalls
  • Understanding of internet connectivity using cable, DSL, satellite, dial-up
  • Understand Terminal Services, their functions/limitations, and how to configure software and hardware in that environment
  • Previous experience with SalesForce, Confluence, and G Suite
  • Understand the concepts around load balanced servers and distributed computing
  • Understand the concepts around Virtual Machines, how they are used and how setup varies when using a virtual machine

Our client is a leading financial technology Industry and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

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