Product Training Analyst

First American Payments Systems•Atlanta, GA

About The Position

Provides technical customer service to external and internal customers for their respective remote deposit capture product(s). Utilizes internal processes and tools to log, track, update and complete work items initiated by customers. Works independently using comprehensive understanding of remote deposit capture software. Monitors support ticketing system, specifically the application group queue, for incoming support issues. Contributes to the team workload by taking tickets from the application group queue within the defined SLA guidelines. Uses the appropriate Action ID Codes, documents customer interactions, actions taken, current status and next steps throughout the support ticket lifecycle. Keeps stakeholders updated as needed to include customer updates based on follow-up SLA guidelines. Identifies repetitive service issues and determines if the issue is a system problem or training issue. Takes steps to resolve through reporting issues to QA/Development for consideration in future development efforts or by working with customers to close training gaps when repetitive issues are deemed to be training related. Isolates application or operating system problems so that they can be escalated to the proper development organization or system technology team. Takes ownership and works hand in hand with development to resolve escalated issues including gathering data and files, initial testing and ongoing tests in the path to resolution.

Requirements

Associates/Tech Cert plus 2 years of experience in Tech Support or customer service.
Experience working with computers in a Microsoft Windows environment.
Must be 18 years of age or older

Nice To Haves

Bachelor’s Degree in Computer Science, IT
2+ years experience with respective WAUSAU product or relevant IT background.
Good written and verbal communication skills.
Tech Support or customer service in a tech industry experience preferred.

Responsibilities

Provides technical customer service to external and internal customers for their respective remote deposit capture product(s).
Utilizes internal processes and tools to log, track, update and complete work items initiated by customers.
Works independently using comprehensive understanding of remote deposit capture software.
Monitors support ticketing system, specifically the application group queue, for incoming support issues.
Contributes to the team workload by taking tickets from the application group queue within the defined SLA guidelines.
Uses the appropriate Action ID Codes, documents customer interactions, actions taken, current status and next steps throughout the support ticket lifecycle.
Keeps stakeholders updated as needed to include customer updates based on follow-up SLA guidelines.
Identifies repetitive service issues and determines if the issue is a system problem or training issue.
Takes steps to resolve through reporting issues to QA/Development for consideration in future development efforts or by working with customers to close training gaps when repetitive issues are deemed to be training related.
Isolates application or operating system problems so that they can be escalated to the proper development organization or system technology team.
Takes ownership and works hand in hand with development to resolve escalated issues including gathering data and files, initial testing and ongoing tests in the path to resolution.