Customer Support Analyst

Customer Support Analyst

DPP is seeking a Customer Support Analyst for our client in Columbia, SC.

Work arrangement:

• Hybrd: 3 days onsite, Friday and Monday remote.
• W2 position; 6 months

Responsibilities and duties:

• The Customer Support Analyst receives, investigates and responds to customer inquiries regarding complex products, services and issues via all channels through which customers are served.
• Will train on new business applications and be prepared to support upcoming system implementations.
• Maintains high levels of customer satisfaction, demonstrates commitment to quality, related to operational and technical support of complex products and/or processes of the Bank. Knowledge of major products and services and has the ability to apply this knowledge appropriately.
• Learns existing business applications, how they interact with other applications and provides timely support to end users. Resolves customer/ Association partner inquiries and issues. Recommends appropriate solutions. Resolves complex or reoccurring issues.
• Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.
• Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Demonstrates support of teammates, second level staff, senior management, processes and procedures and assigned tasks to ensure the success of the Customer Support department and system deployments.
• Ensures the customer's issue is fully resolved for all requests. Serves as a Core Support Services employee under the Bank's Short Term Emergency Plan (STEP) and is available to provide support when the Bank operates under this plan
• Uses multiple system tools to search and troubleshoot questions and issues of systems and applications
• Ability to manage multiple concurrent objectives, making effective judgments as to prioritizing and time allocation, as well as being accountable for personal self-development to include maintaining knowledge for supported systems.

Required knowledge, skills, and abilities:

• Education and/or experience equivalent to an Associate degree in Business or technical discipline, as well as related experience or product knowledge to accomplish primary duties.
• Experience in customer support/call center environment preferably dealing with PC and application software, mainframe and client server computer systems
• Certified Help Desk Professional preferred.
• HIPAA certified preferred.
• Ability to communicate/interact effectively with customers, users, technical experts, and all levels of management
• Strong customer service orientation; desire to embrace technology as a means of improving service
• Proven organizational skills and demonstrated abilities to establish priorities, take initiative, work under time pressures and exercise sound business judgment
• Tools and technology used: VDI, VM, active roles, Citrix support, Microsoft 365 support, business application support

Nice to Have:

• ServiceNow and/or SalesForce - nCino experience
• HDI certification

Work environment:

• This is a consulting opportunity with one of the largest financial institutions in South Carolina. Our client is a growing lending institution with over $39 billion in assets.
• They place great value on their employees and consultants and offer a smoke-free work environment and business casual dress. Enjoy working in Columbia's revitalized downtown community, surrounded by institutions rich in culture, eclectic restaurants and retail stores.

Interested? Learn more:

Click the apply button or contact our recruiter Mike at Mike.Strain@dppit.com to learn more about this position (#26-00280).

DPP offers a range of compensation and benefits packages to our employees and their eligible dependents. Call today to learn more about working with DPP.

Authorized US Worker - US Citizens and those authorized to work in the US are encouraged to apply. We are unable to sponsor at this time.

EOE/AA/V/D