Service Delivery Technical Support

Not Externally Posted Board • Pittsburgh, PA

5d

About The Position

The Service Delivery Technical Support role serves as the first line of defense for all technical-related items within Lockbox operations. Acting as a subject matter expert, this individual will provide hands-on support for operational systems, client onboarding/testing, migrations, and technical upgrades. They will serve as a key liaison between Lockbox operations, internal technology partners, and client technical support teams, ensuring seamless communication, timely resolution, and professional engagement at every step. The position will include coverage during non-standard hours, weekends, nights, and holidays, as well as participation in on-call rotation to ensure continuous operational and client support.

Requirements

• Strong understanding of system workflows, integrations, and testing methodologies.
• Excellent problem-solving skills with the ability to troubleshoot across systems and networks.
• Proven ability to communicate effectively with technical and non-technical stakeholders, including clients, with a professional, collaborative, solution-driven approach.
• Detail-oriented with strong organizational skills and the ability to manage multiple priorities independently.
• Proficiency in Lockbox processing systems and Microsoft Office Suite (Word, Excel, Outlook).
• 3+ years of technical or operations support experience, preferably in financial services, Lockbox, or payment processing (or equivalent experience).
• Bachelor’s degree in Information Systems, Business, or related field (or equivalent experience).
• Ability and willingness to work non-standard hours, including nights, weekends, holidays, and on-call rotation, to support a 24/7 production network.

Nice To Haves

• Experience with Lockbox operations or related payment/transaction processing systems.
• Familiarity with migrations, system upgrades, and client testing processes.
• Working knowledge of reporting tools, databases, or automation platforms.

Responsibilities

• Act as the primary technical point of contact for Lockbox operations, supporting day-to-day issues, troubleshooting, and escalations.
• Partner with internal IT and client technical teams to resolve issues, test solutions, and implement corrective actions.
• Support new client onboarding, system migrations, and technical upgrades by coordinating testing, validation, and operational readiness.
• Provide subject matter expertise on Lockbox systems, workflows, and integrations.
• Maintain detailed documentation of issues, resolutions, and technical procedures to support knowledge transfer and continuity.
• Monitor technical performance and proactively identify potential risks or gaps that could impact operations or client experience.
• Collaborate with operations leaders to ensure processes align with system capabilities and best practices.
• Escalate unresolved or high-impact issues appropriately while maintaining ownership until closure.
• Ensure all interactions, internal and external, reflect professionalism, clarity, and client-first focus.

Benefits

• Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, Entertainment Discounts, & Paid Time Off.

What This Job Offers

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