Technical Support Analyst III
About The Position
This position is hybrid 3 days per week in the Cincinnati, OH office. The role involves boarding and supporting merchant clients, maintaining client configurations, and handling product enhancements. It also includes completing certification of settlement files, generating settlement files and reports, and engaging with various internal teams to provide excellent client service. The analyst will complete Service Requests and resolve Incidents within designated OLAs. Responsibilities may include conducting code-level software analyses to identify root causes of bugs or system modifications, analyzing problems, documenting and communicating resolutions, and escalating issues when necessary. The role also involves assisting in documenting current policies and procedures in the knowledge management system.
Requirements
- Bachelor’s degree in computer science, management information systems, business administration or other related discipline or the equivalent combination of education, training, or work experience
- Experience in Technical Support, Production Support, Engineering, or IT
- Excellent analytical, problem-solving and time management skills
- Ability to successfully manage multiple concurrent tasks
- Must be extremely detail-oriented and thorough in completing tasks
- Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors
- Excellent customer service skills that build high levels of customer satisfaction for internal and external customers
- Must be a US Citizen or valid Green Card Holder
Nice To Haves
- Knowledge of JCL, TSO, Assembler and/or Cobol is desirable
- Scripting is a plus
Responsibilities
- Boarding and support of merchant clients
- Maintaining client configurations and product enhancements
- Complete certification of settlement files
- Generate settlement files and reports as requested
- Engage with Line of Business, Operations, Support and Development teams to deliver best in class service to our clients
- Complete Service Requests and resolve assigned Incidents within designated OLAs
- May conduct code-level software analyses to identify root cause of bugs and/or system modifications as needed
- Analyzes problems, documents and communicates resolution, and conducts follow up
- Escalates problems to appropriate teams when necessary
- Assists in documenting current policies and procedures in the knowledge management system
Benefits
- The company offers dynamic opportunities that go beyond borders.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
