Client Technical Support, Sr. Consultant

Client Technical Support, Sr. Consultant
Location - Berkeley Heights (Fully onsite)
Full-time / W2 - with Infinite Computer Solutions
Must have Banking AND General Ledger

About the Role:
As a Client Technical Support Representative, direct support to Bank s DNA general ledger products to financial institution customers. You will work together with team members to investigate and resolve customer support requests. Activities will include troubleshooting, testing, documentation, communications and relationship management. You will be the voice of the customer to Bank, and you are the face of Bank DNA to our entire customer base. You are a professional and are passionate about providing excellent client support. You recognize the requirement to follow documented processes and procedures. You are committed to do whatever is necessary to work as a team member of a Bank organization that puts client support at the top of the priority list. The Client Technical Support Representative, will become a domain expert on the DNA financial and general ledger products and to be proficient in the processes and procedures in place to provide professional client support.

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  You ll receive development opportunities, including in role experiences that challenge your thinking and broaden your skillset, mentorship and coaching, exposure opportunities and formal training.
  You will work with a fun and diverse group of people determined to ensure there are real business improvements that help Bank win.
  This is a great opportunity to develop the necessary foundation in technical client support. This role is a talent pipeline for future leaders. We want to hire you for a career, not a role!

Essential Job Responsibilities:
Provide excellent client support through verbal and written communication on reported issues and requests related to DNA general ledger.
Provide consultation, training and support to the client, including the correct use of the system and application procedures.
Understand and manage client expectations ensuring client priorities and high impact items are addressed in a timely manner.
Support our clients utilizing our products and services.
Respond to customer inquiries received via telephone, web chat or case request. Log, track and manage all interactions professionally, maintain current notes, provide timely and accurate resolution of client issues, ensuring client satisfaction as it pertains to general ledger, reconciliation.
Provide detailed analysis of issues received from clients. May utilize SQL or Logic to analyze client data.
Must be able to stage test scenarios in test environments, recreating and documenting each step as reported by client.
Communicate progress and any potential problems to manager for awareness and/or resolution.
Collaborate extensively with internal departments to resolve client issues, actively contributing to the effectiveness of the team.
After hours on-call support could be required
Perform other duties as required.