Technical Support Engineer III

City National Bank • Athens, GA

2d • Onsite

About The Position

This person is a technical expert on the systems and/or software associated with the products and services of the Treasury Management Division. This individual is responsible for providing pre/post technical and operational support in the field and on the phone and ensuring clients are fully enabled to utilize the features of various programs and applications. Other responsibilities include partnering with Sales Officers on product demonstrations and/or training, providing proactive recommendations and solutions on technical/business issues, and educating clients on product related risk. Additional opportunities may be assigned within the position as needed in the management of project(s) or databases.

Requirements

• Minimum 6 years of financial services experience
• Minimum 6 years of Treasury Management experience
• Minimum 6 years of experience supporting complex systems and/or software

Responsibilities

• Provide tier 2 remote pre/post sales customization, installation, training and ongoing technical and operational support of software, systems, sub-systems and/or applications for customers or field personnel utilizing telephone and remote diagnostic capabilities.
• Serve as the technical expert on installation, operation, configuration, upgrades, customization, and usage of assigned products. Apply diagnostic techniques to identify problems, investigate causes, recommends solutions to correct common failures and documents resolutions.
• Coordinate systems and application design, modification, trouble shooting and implementation with the client, information services, and other operational areas of the Bank as appropriate.
• Maintain documentation for each client utilizing Treasury Management services to allow for an adequate level of support.
• Provide on-site support, installation, implementation, troubleshooting and maintenance of company and multi-vendor systems solutions which may include hardware and software products.
• Diagnose and resolves product performance problems. Perform maintenance and repair services. Ensure client satisfaction by advising customers on preventive maintenance and configurations, which may impact product performance. Take responsibility for potential or desired follow-up services (sales) or problem escalation.
• Provide technical expertise and support to clients in risk-assessments and the implementation of appropriate data security policy, procedures, and products. Provide technical expertise and guidance on the administration of security tools that control and monitor data security including intrusion detection and unauthorized use.
• Partner with Sales Officers on sales calls and provides technical support on product demonstrations and/or training.
• Provide additional support to the Treasury Management team as assigned. Project(s) may include product enhancements, new products, or database management.
• Maintain a proactive commitment to established bank programs, such as CustomerFirst, Community Reinvestment Act (CRA) and Affirmative Action.
• Comply fully with all Bank Operational and Credit policies and procedures as well as all regulatory requirements (e.g. Bank Secrecy Act, Know Your Client, Community Reinvestment Act, Fair Lending Practices, Code of Conduct, etc.).
• Complete all special projects as requested.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed