Customer Technical Support

CSI•Paducah, KY

23h

About The Position

Customer Technical Support's primary responsibility is providing technical support for CSI customers, internal and external, by staging, installing, and troubleshooting issues in both hardware and software CSI products. As a forward-thinking software provider, Computer Services, Inc. (CSI) helps community and regional financial institutions solve their customers’ needs through open and flexible technologies. In addition to its award-winning core banking platform, these include the latest in lending, digital banking, payments, financial crime prevention and cybersecurity. Building on its 60-year track record of personalized service, CSI is shaping the future of banking and empowering its customers to rival their competition. For more information about CSI, visit www.csiweb.com CSI provides rewarding and challenging career opportunities for our employees. When determining your pay, we consider various factors such as your skills, qualifications, experience and location. Along with a competitive salary, this position includes eligibility for incentive awards based on both individual and business performance. We also offer a comprehensive range of benefits.

Requirements

Technical education or job knowledge is equivalent to a two (2) year college or trade school.
Minimum 2 years of end-user desktop support, including peripherals.
Must have experience with Microsoft Active Directory.
Experience with ticketing software.
Strong troubleshooting and analytical skills.
Strong customer service and communication skills.

Responsibilities

Responds to support calls and prioritizes work activity based on the issue.
Research, tests, and documents issues requiring development attention.
Troubleshoots moderately complex CSI product issues and provides issue resolution on servers, databases, and/or applications; serves as an escalation point for other Customer Technical Support employees.
May build servers as required and/or install the appropriate CSI product for customers; orders equipment, updates hardware, installs software, sets up databases, implements security and ships to customers; takes down old equipment as necessary.
May participate in disaster testing and recovery activities as required.
Mentors and train other technical support specialists.
Perform other duties as required.
Completion and resolution of customer technical issues.
Positive customer experience.
Assuring customer access and satisfaction with CSI products.
Accurate resolution of customer technical support requests.