Client Technical Support Engineer (With solid working experience in Bank/Fintech is must)

Job Description:

Job Title: Client Technical Support Engineer

Location: Milwaukee, WI (Onsite M-F)

Type: Full Time/W2 with Infinite Computer Solutions

Job Overview:

Client Technical Support Engineer Professional I - Job Duties

• Provide day-to-day Client s Core Account Processing software support for answering inquiries and addressing complex issues for financial institutions. Requests for support are received via multiple channels including telephone, email, self-service case tools, and internal business partners.
• Answering incoming FI client inquiries via telephone or ticketing system at least 70% of the time and acknowledge within 24 hours of receipt.
• Under general supervision, troubleshoot, diagnose and resolve moderate complex functional, technical and/or banking operations issues. Utilize appropriate product and technical documentation.
• Discusses issues with client users to learn procedures followed & source of error.
• Advise clients on the following: Changes to parameters and the impact to the product, end consumer, or financial institution
• How to reverse transactions appropriately
• Loan Payoff statements incorrect
• Credit Bureau reporting issues
• System Reports
• Tax Processing
• Regulatory and Compliance concerns (escalate we do not provide compliance advice)
• Return Item processing
• Customer and account set ups
• New products set up (example: new checking account suite of products for a bank)

• Participate in diagnostic procedures to help answer questions.
• Collaborate with other groups to pinpoint cause of FI issue if multiple Client s products and web services are involved
• Responsible for ensuring Inquiries from ticketing system are coded appropriately and abide by client service standards.
• Effectively coordinate and present information to Domain Experts.
• Utilize multiple tools and systems to complete assigned responsibilities.
• Attain a general knowledge of multiple products within several domains and basic knowledge of Client s products that collaborate with your product domain.
• Understanding technical troubleshooting approaches, tools, and techniques, and ability to anticipate, recognize, and resolve technical (software, application, operational) problems.
• Identifies and escalates customer issues through appropriate internal channels to ensure timely resolution.
• Prioritize and plan out time between various activities. Executes more than one activity or task simultaneously and delivers high performance results to meet expectations.
• Provide exceptional, quality service in each & every interaction achieving a 98% survey score.
• Assists with testing software to evaluate ease of use and whether products will aid in performing work

Required Qualifications for Consideration:

• High School diploma; bachelor s degree preferred
• Minimum 2-4 years of equivalent combination of educational background and experience
• Financial industry experience
• Technical capability/troubleshooting experience
• Customer Service experience - Demonstrates the ability to work independently to resolve most client inquiries and manage engagements to provide a world class client experience. Customer-orientated approach to handling client calls/cases (via Phone, Email or Ticket System).
• Professional written and verbal communication skills. Proficient interpersonal skills with internal and external stakeholders.

Preferred Qualifications:

• Technical and/or banking experience preferred
• Experience servicing clients using ticketing system