Technical Support Analyst I AgilLink
About The Position
The AgilLink Tech Support Analyst position is a client facing position directly responsible for responding to client questions and requests for assistance. Such requests could include diagnosing AgilLink software issues and providing timely resolution. Successful analysts will understand how to use the AgilLink system properly, the needs of clients and how to properly align AgilLink settings and applications to meet those needs. This position routinely uses remote connectivity tools to connect to client's desktop and diagnose issues. The AgilLink Tech Support Analyst position is also responsible for basic instruction and consultation with clients or other departments, as well as escalating to other levels or departments as directed.
Requirements
- H.S. Diploma
- Minimum 3 years of experience supporting users with windows desktop applications.
- Minimum 3 years of experience in a customer service helpdesk environment.
- Minimum 1 year of experience in Accounting or Finance
Nice To Haves
- General knowledge of banking products and their functions.
- Advanced ability to observe, document, and report ongoing client issues for resolution.
- Excellent interpersonal skills including telephone skills, verbal and written communication skills, active listening and customer care.
- Ability to communicate with sensitive, high-profile clients regarding computer systems essential to their business operations.
- Demonstrates expert level experience troubleshooting and resolving technical issues as they arise. Finds viable solutions to unexpected situations.
- Experience using remote connectivity and remote control software tools.
- Ability to work autonomously and be a self-starter. Able to organize & prioritize in a multi-task environment, meet deadlines without reminder.
- Strong knowledge of the Microsoft Office suite of products.
- Payroll systems e.g., ADP and Paychex
- Preparation of 1099s (NEC, MISC, R, DIV, INT)
- Experience with Financial Accounting and Investment Brokerage Accounts
Responsibilities
- Respond to a variety of support requests (via phone, email, web chat, etc.) in a timely and professional manner.
- Identify, record, and escalate software issues to various parties, including AgilLink Product and Development teams.
- Advise business management firms in best practices and the most efficient use of the AgilLink software, including features such as system security, online banking integration, and document storage related to AgilLink.
- Identify training needs and recommend services to fill client knowledge gaps.
- Use remote connectivity tools to support client servers or computers using AgilLink software.
- Interface with product and development teams on critical system issues to provide status updates for clients and other AgilLink departments.
- Provide instruction to client’s IT contacts or AgilLink users, relative to the use and operability of the AgilLink system.
- Provide ad hoc or informal training to clients to support the use of the AgilLink system in conjunction with case management.
Benefits
- Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
- Generous 401(k) company matching contribution
- Career Development through Tuition Reimbursement and other internal upskilling and training resources
- Valued Time Away benefits including vacation, sick and volunteer time
- Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
- Career Mobility support from a dedicated recruitment team
- Colleague Resource Groups to support networking and community engagement
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
