About This Role
Investigating and resolving software and hardware problems for computer users is the core function of this role. This position is for a talented individual dedicated to excellence and customer service within a financial institution.
Responsibilities
- Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
- Interview users to collect information about problems and lead users through diagnostic procedures to determine the source of error
- Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to a supervisor or technical staff
- Log and track calls using a problem management database, and maintain history records and related problem documentation
- Consult with programmers to explain software errors or to recommend changes
- Call software and hardware vendors to request service regarding defective products
- Test software and hardware to evaluate ease of use and whether the product will aid users in performing work
- Write or revise user training manuals and procedures
- Install personal computers, software, and peripheral equipment
- Provide assistance with all internal banking applications and services, including but not limited to, Silverlake, Vertex Teller, StreamLine for Deposits, DecisionPro, online banking/debit cards, and Microsoft Office
Requirements
- Computer support experience preferred
- Experience with Jack Henry programs (i.e. Silverlake, Vertex, Synergy) preferred
- 1-2 years of customer service experience, preferably in a banking or financial environment
- Work is generally performed indoors in environmentally controlled conditions
- Typically the employee may sit to perform the work; however, there may be some standing, walking, bending, and carrying of light items in the course of the work
- Strong attention to detail
- Excellent communication skills
- Advanced technical skills
- Good problem-solving skills
- Strong customer service skills
Nice to have:
Benefits
- Paid time off
- Paid parental leave
- Medical, dental & vision coverage
- 401(k) match
- Comprehensive training programs
- Ongoing professional development
Important Details
- Schedule: Monday through Friday, some Saturdays
