Customer Service Helpdesk Application Support Analyst

Citi • Newark, DE

4d • Hybrid

About The Position

Customer Service Helpdesk Application Support Analyst

Work Schedule:
Friday night 8PM into Saturday morning 8AM
Saturday night 8PM into Sunday morning 8AM
Sunday night 8PM into Monday morning 8AM
Monday night 8PM – 12AM
Work schedule is currently hybrid – Two 12 hour shifts worked onsite in the Newark, DE office and 2 shifts remote.
12 week training period will be facilitated during normal business hours, Monday - Friday, between 8am and 5:30pm. Three days will be onsite.
Must have the capability to work from home/remotely (PC, phone, reliable WiFi).
U.S. Citizenship or Permanent Residency (green card) is a prerequisite for this position.
Must pass an extensive background check which will be renewed every 5 years while in this position.

Requirements

• 3+ years' experience in Help Desk and/or application support
• Previous Customer Service experience preferred
• Bachelor's degree or equivalent job experience
• Ability to troubleshoot complex technical issues with an aptitude for utilizing reporting tools, applications and systems
• Proficient in all Microsoft applications
• Excellent written and verbal communication skills to interact with both internal partners and external clients at all levels
• Ability to present technical/analytical information to both non-technical and technical audiences
• Demonstrated ability to appropriately respond under pressure and effectively multi-task in a fast paced environment
• Detail oriented with good organizational skills
• Superior analytical abilities and innovative thinking skills
• Ability to assess complex processes and deliver practical solutions
• A demonstrated history of strong interpersonal skills and positive peer engagement in a diverse environment
• Knowledge of Public Sector business a plus

Nice To Haves

• Knowledge of Public Sector business a plus

Responsibilities

• Provide phone, email, and Help Desk support for multiple government web-based applications, including in depth technical troubleshooting with agency users and their IT Support; make troubleshooting decisions based on agency’s unique security settings and criticality of user inquiry.
• Log, manage, and own cases through resolution and assist with root cause analysis, identify fix and preventative measures. Ensure all cases are updated on a regular basis and clients are advised of status in adherence to service level agreements.
• Provide superior service and timely resolution to high profile and sensitive clients as unresolved issues may result in a large negative financial impact. Use of critical thinking and solid judgment skills needed to mitigate possible reputational risk.
• Maintain or exceed key performance identifiers at or above published expectations.
• Complete daily tasks such as system validations, handling rejected items, internal and external reporting, shift turnover and delegating incoming customer inquiries to team.
• Validation of high dollar amount file transmissions and escalate as needed.
• Conduct user recertification process, user account management, security reporting, on-board/maintain agency and financial institution accesses in multiple applications.
• Remain up-to-date with product knowledge around new functionality and releases on supported products; assist with implementing training as necessary.
• Interact with internal and external Technology, Deployment/Implementations, Testing, Financial Institutions, and other government teams and partners.
• Assist with the customer onboarding of new products for supported applications.
• Send communications to an audience of up to 20,000 global customers for multiple applications.
• Assist with User Acceptance Testing for new features and functions and perform post application release validations, compile results and report to Technology Teams.
• Identify and assist with implementing process improvements and efficiencies to reduce operating deficiencies, improve productivity and mitigate risk.
• Support the training and development of other team members and drive positive change to improve the client’s experience.
• Support senior team members during stretch assignments.
• Flexibility with schedule to ensure all service level agreements are met for providing 24/7/365 coverage.
• Manage process documentation including creating, reviewing and updating as needed.
• Adhere to compliance PII and SBU standards and stay up to date on required training.
• May include additional responsibilities such as client site visits, knowledgebase management, internal projects and all other duties as assigned.

Benefits

• In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards.
• Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs.
• Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays.
• For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level