Sr Technical Support Analyst

Job Description

Job Summary:

If you have ever used an ATM, made an online purchase, sent money to a friend using your phone, paid a utility bill or made a student loan payment, chances are your transaction was processed and safeguarded by ACI software. ACI Worldwide delivers mission-critical real-time payments software solutions that enable corporations to process and manage digital payments, power omni-commerce payments, present and process bill payments, and manage fraud and risk.

This role works within a team of experienced Technical Analysts that respond to client needs. You will work independently as a single point of contact to coordinate and escalate for the resolution of client impacting incidents, requests, and questions. Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship during the lifecycle of a raised incident. This position requires a passion for problem solving, understanding of BillPay applications and the ability to learn new concepts.

Job Responsibilities:

• Understand and adhere to all Corporate Policies to include, but not limited to, ACI Code of Ethics and Global Information Security.
• Own the client interaction, be the primary go-to for your assigned clients and/or cases.
• Build and maintain relationships with clients and maintain detailed knowledge of client specific applications and internal processes/procedures.
• Troubleshoot and resolve client reported issues/questions related to an assigned product.
• Lead troubleshooting conversations and investigations.
• Gather data/symptoms to test and replicate reported problems.
• Answer questions related to configuration and operation by testing and reviewing available client documentation.
• Consult and coordinate other team members' efforts to resolve client issues and questions promptly.
• Drive internal coordination to support clients for incidents, problem resolution, and long-term client remediation plans, initiate triage involvement/participation for critical incidents.
• Responsible for interfacing professionally with the client and internal partner teams (e.g., Project and Customer Success Managers, as well as Engineering teams) to report/resolve issues.
• Supports Consumer Service Representatives (Call center agents) with any complex client inquiries received.
• Track client inquiries using an online case tracking system.
• Participate in audit activities related to the Incident Management process.
• Adapt to a flexible work schedule within core business hours.
• After hours on-call support may be needed on a rotational basis.

Minimum Requirements:

• Bachelor's degree or 5 years of related experience

Preferred Skills:

• Bachelor's degree, preferably in Business, Computer Science, Information Technology
• 5+ years relevant experience in a client service capacity
• 5+ years relevant experience in Information Technology
• Proficient in Microsoft Office
• Proficient in SQL query skills
• Detailed oriented and possess troubleshooting and problem-solving skills
• Excellent written and verbal communication skills
• Strong organization and prioritization skills
• Experience in Case Management systems (e.g., SalesForce and Jira)
• Coordinate with internal team members and oversee/lead large scale investigations
• Ability to research thoroughly and make appropriate recommendations and/or decisions to resolve client issues.
• Post go-live support experience in a financial/payment environment
• Basic understanding of Payments Industry
• Basic understanding of end-to-end Transaction Processing

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Hybrid Schedule, must live near Norcross, GA, Omaha, NE or Miami, FL