Job Description
- Research and resolve cases elevated to Technical Support queue
- Be the main point of contact for resolving technical issues with our various integration partners. Â Work with appropriate development teams to help them resolve issues
- Act as liaison between Engagement and the technical support groups such as QA, DSS, development teams and Operations to resolve issues in a timely manner
- Lend support to various groups within Engagement via phone conferences, webexes, and office visits
- Lend assistance to phone staff through coaching, training, and conference calls
- Review coding specs as needed to ensure system is working by design or that an issue needs to be elevated
- Help create training documents as needed
- Provide training to Engagement and other relevant groups on common integrations and other technical services
- Coach staff to analyze basic technical issues to enhance efficiency of service
- Submit and follow bugs as necessary
- Report on Status of Known Issues to appropriate management and team members to keep them up to date
- Foster continued learning by proactively providing Engagement with relevant technical updates
- Be the main point of contact for all technical questions that arise from Engagement, Sales, Training, and Marketing
- Alert Operations when application is experiencing problems
- Contact users to update them on fixed items or provide timelines for fixed items
- Field all questions regarding eMoney for Outlook
- Test/research escalated issues on a daily basisÂ
- Responsible for supporting clients via emergency support for a 24/7/365 rotation schedule
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- Bachelor Degree or equivalent work experience
- Have knowledge of most aspects of the application
- Be knowledgeable on the technical variances between EMA and its enterprise partners.
- Proficient in Microsoft Office and Salesforce
- Strong research capabilities in reviewing and resolving complex issues
- Ability to keep an even temperament with agitated callers
- Ability to communicate complex issues in an understandable manner to all customers
- Ability to handle multiple tasks/assignments in an efficient manner
- Organized and highly motivated self-starter
- Excellent verbal and written communication skills
- Must demonstrate a strong sense of urgency and adhere to turnaround time expectations
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Date Posted
01/22/2025
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