Support & Implementation Specialist

Support & Implementation Specialist

Job Summary:

Supports new and existing clients in the set up and use of cloud-based treasury management software.

This position will support, maintain, and assist with the onboarding and implementation of new customers, in a highly specialized web-based solution which will include 50% providing client support, 20% implementation & project management duties, 20% process documentation creation, and 10% functionality and client feedback review.

Essential Functions and Duties:

• Interacts directly with assigned clients, maintaining positive relationships.
• Provides product and technical support to customers, answering questions on function and usage of product via internet and /or telephone.
• Establishes user accounts and provides log-in credentials, receives, uploads, and validates client data, configures features, and provides targeted end-user training.
• Creates and provides system or implementation process documentation that will lead to the creation of client-facing user guides for new clients.
• Suggests feature or functionality changes or enhancements to product management based on client feedback.

• Efficiently triages and resolves customer issues.
• Provides timely follow-up and status updates to clients.

• Assists customers in the implementation and configuration of the Treasury Management Software Suite.
• Communicates accurately, clearly, and effectively in writing, in person, and on the phone.
• Proactively makes suggestions to management to help reduce or eliminate recurring issues.

Success in this role requires a strong attention to detail and system navigation coupled with the ability to take ownership of a task and see it through to completion. The successful candidate will have prior experience dealing with hands-on system issues within a client-facing role.

Requirements

Qualifications Required:

• Bachelor's Degree or equivalent experience.
• Experience with software troubleshooting via logical process and established methodologies.
• Experience with driving projects and initiatives towards completion.
• History working with Salesforce, or similar ticketing system preferred.
• Knowledge of bank treasury operations preferred.
• Excellent written and verbal communication skills.
• Ability to work in a fast-paced and high-volume environment with critical deadlines.
• Ability to work independently to ensure tasks are completed, but also works well within a team to ensure team objectives are being met.
• Demonstrated skill in use of Microsoft Excel and Word.

CINC is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

Benefits

• Great working environment
• Work/life balance
• Career growth opportunities
• Medical
• Dental
• Vision
• Life Insurance
• Short-term & Long-term disability insurance
• Flexible Spending Plan (childcare & healthcare)
• 401K (matching available)
• 136 hours of paid time off per year
• 10 paid holidays per year
• Birthday paid day off
• Hybrid work schedule
• Free snacks (when in office)