Embark on a dynamic career in tech support, where your skills contribute to maintaining world-class technology solutions to ensure a seamless user experience.

 

As a Technology Support I team member in the Payments Solutions Center group, you will ensure the operational stability, availability, and performance of our production application flows. Be part of the team responsible for troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems, ensuring a seamless user experience.  In this role you will serve as a primary support contact for internal and external clients utilizing various digital channels and API based services for both transaction initiation and reporting. You will be required to manage interactions with business partners at all levels and across multiple lines of business. You will also be responsible for ensuring daily tasks are completed

 

Job responsibilities

Ability to work a daytime shift that would include potentially one or more weekend dayManage work queues (phone/email/internal case), required daily tasks and established service level agreements, and troubleshoot and investigate client technical and transactional inquiriesProactively connect with clients and internal partners to address processing errors or in support of platform changesSafeguard sensitive and/or client Personally Identifiable Information (PII) while ensuring timely escalation and reporting of potential fraud or security breaches as per policyDeliver exceptional client experience, while maintaining all the business requirements including controls. Advocating on behalf of client to ensure client needs are met when working with business partnersTroubleshoot production application flows to ensure end-to-end application or infrastructure service delivery to support business operationsAssist in the improvement of operational stability and availability through participation in problem managementAssist in monitoring production environments for anomalies and address issues using standard observability toolsIdentify and document basic issues and potential solutions for business and technology stakeholdersSupport the management of incidents, problems, and changes in technology applications or infrastructure, and escalate in compliance with firm policy and processes

 

Required qualifications, capabilities, and skills

1+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology servicesExperience with customer serviceFamiliarity with applications or infrastructure in a large-scale technology environment on-premises or in the public cloud

Strong oral and written communication skills, with a proven ability to communicate and interact with various levels and translate complex requirements into simple guidance

 

Preferred qualifications, capabilities, and skills

Experience in Technical SupportAbility to take an analytical approach and resolve complex problem-solving skillsAbility to translate complex technical information into simple termsExposure to one or more general-purpose programming languages or automation scriptingExposure to Information Technology Infrastructure Library (ITIL) framework