Technical Service Specialist 2
Responds to telephone inquiries concerning support, processing or request procedures, systems status and network connectivity, and a variety of basic to moderately complex applications and hardware and software problems. Records inquiries, repair and service requests, resolves or directs request to appropriate technical area or vendor, tracks status and follows up to ensure client satisfaction. Escalates to or consults with senior staff when solution is unclear. Reports problems with procedures and suggests improvements.
ECS is looking for a candidate with experience in supporting Wholesale customers using Treasury Mgmt payment products such as ACH, ECS, Lockbox and Wire Transfer. We are looking for a well organized individual who is extremely detail oriented and thrives in a team environment. Our customers expect you to communicate effectively and be proactive in providing service. You will own the relationship with the customer and see issues through to resolution. Following established guidelines, responds to inquiries concerning support, processing, systems status and network connectivity. Documents and resolves basic problems regarding ECS applications and escalates to senior staff when solution is unclear. Provides monitoring of customer transactions through the ECS applications to ensure all transactions are processed. Records inquiries and resolves issues or directs request to appropriate technical area or vendor. Individual tracks status and follows up to ensure client satisfaction. Team members are scheduled for an 8-hour shift but since this is a production environment, overtime and/or schedule changes will be necessary at all times. The current operating hours are 4 a.m.-8:30 p.m. PT for the Tempe location. A specific schedule for this position will be discussed during the selection process.
1+ years technical service support experience.
Team player, extremely detail oriented, strong communication skills, possess a desire to continually learn and grow with a changing payments environment; an independent thinker who is proactive in identifying and resolving customer and production issues; must have a positive attitude, a strong work ethic and have the ability to interact with all levels of staff and mgmt to resolve issues; candidate should be customer focused, with a can-do attitude and a desire to provide the highest level of customer satisfaction; have the ability to work in a fast-paced environment with a sense of urgency relating to customer payment issues. Candidate should be able to understand complex processing flows, various processing applications including transmissions, and the interactions between them all.
Experience using TSO/CICS and other mainframe and/or UNIX based applications, EDI experience - we would prefer someone with experience reading different file types (ex., Flat File, XML, 820, etc.)