Solutions Support Specialist

Job#: 3054102

Job Description:
Solutions Support Specialist

Location: Hoover, Alabama (Hybrid)

Alternate Location: Atlanta, Charlotte

Rate: 25hr W2

Duration: 6 month contract to hire

Role Overview

The Commercial Card Solutions Technical Support Specialist serves as a Tier 2 support resource responsible for researching, troubleshooting, and resolving client and internal partner inquiries related to Commercial Card and Treasury Management services. This role acts as a liaison between clients, program administrators, and internal stakeholders. The ideal candidate possesses critical thinking and investigative skills, enjoys solving complex issues, and can manage multiple support cases in a fast-paced environment.

Key Responsibilities

• Serve as a Tier 2 support specialist for Commercial Card and Treasury Management-related products and services.
• Research, investigate, and resolve complex client and internal support requests.
• Manage a queue of active support cases while meeting service level expectations.
• Serve as a primary point of contact for commercial clients, including program administrators and key business stakeholders.
• Communicate directly with clients through email, phone, and virtual meetings to resolve issues and provide updates.
• Troubleshoot system, account, reporting, and transaction-related issues using multiple internal systems and resources.
• Document case activity, findings, resolutions, and client communications within support platforms.
• Monitor and respond to incoming support requests from internal teams and clients.
• Collaborate with Operations, Product, Technology, and Client Service teams to resolve escalated issues.
• Identify trends, recurring issues, and opportunities for process improvements.
• Assist with post-implementation support and client training needs.
• Provide guidance and support to junior team members as needed.

Required Qualifications

• Minimum of 5 years of banking experience.
• Experience in technical support, customer support, client servicing, operations, product support, or related banking functions.
• Proven ability to research, troubleshoot, and resolve complex issues independently.
• Strong analytical and problem-solving skills.
• Experience managing multiple cases and priorities simultaneously.
• Excellent verbal and written communication skills.
• Ability to work independently with minimal supervision.
• Strong customer service and relationship management skills.

Preferred Qualifications

• Experience supporting Commercial Card products.
• Commercial Banking experience.
• Treasury Management experience.
• Experience supporting high-value commercial clients and program administrators.
• Previous Tier 2 support, technical support, implementation support, or operations experience.
• Bachelor's degree.

Technical Skills

• Salesforce
• TS2
• Microsoft Office Suite (Excel, Outlook, Word, Teams)
• Case Management and CRM Systems

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

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Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.

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