Technical Support Analyst

Job Description

Job Summary:

If you've 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 will work within a team of experienced Technical Analysts to respond to all customer needs in an effective and efficient manner. You will work as a single point of contact to coordinate and escalate for the resolution of customer impacting incidents and questions. Strategically focused and responsible for customer satisfaction, maintaining customer communication, and the overall management of the customer 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, including but not limited to, ACI Code of Ethics and Global Information Security.
• Build and maintain relationships with customers and maintain detailed knowledge of customer specific applications and internal processes/procedures.
• Troubleshoot and resolve customer reported issues/questions related to an assigned product.
• Lead troubleshooting conversations and investigations.
• Answer questions related to configuration and operation by testing and reviewing available customer documentation.
• Drive internal coordination to support customers for incidents, problem resolution, and long-term customer remediation plans, initiate triage involvement/participation for critical incidents.
• Responsible for interfacing professionally with the customer and internal departments to report on and resolve client raised issues.
• Track customer inquiries using an online case tracking system.
• Participation in audit activities related to the Incident Management process.
• 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 3 years of related experience.

Preferred Skills:

• Bachelor's degree, preferably in Business, Computer Science, Information Technology
• 3+ years relevant experience in a client service capacity
• 3+ years relevant experience in Information Technology
• Intermediate in Microsoft Office
• Intermediate in SQL query skills
• Excellent written and verbal communication skills
• Ability to lead problem investigations and discussions
• Advocate for the client to gather internal support for investigations as required
• Basic understanding of Payments Industry
• Basic understanding of end-to-end Transaction Processing

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