Sr. Support Analyst

Early Warning Services, LLC Chicago , IL 60602

Posted 3 months ago

A Great Place to Work

Last year, we transformed the P2P payments industry with Zelle. 247-million transactions and $75-billion later, consumers love us as much as our amazing team of talented people. Come join the most INNOVATIVE FinTech company in Arizona.

Overall Purpose

This position supports customers and resolve client support inquiries for Early Warning's customers. Provides high level support to remove customer support impediments. Represents the customer, their requirements and facilitates discussions with internal departments for delivery of timely solutions, to meet the published Service Level Agreements (SLA).

Essential Functions

  • Responsibility for more complex support issues and longer term cases/projects. Identifies root causes, navigates roadblocks, and provides recommendations and implements changes, as appropriate.

  • Responds and provides support of all customer incoming calls and issues and ensures their resolution

  • Raises third-party vendor tickets and oversees ticket through resolution

  • Handle and respond to customer escalations and involve the Manager as needed

  • Actively collaborates with team members and other groups to promptly and effectively resolve incidents and customer requests.

  • Resolves incidents and updates case management system with actions taken and relevant FAQs

  • Broadcasts timely client notifications relating to service issues, enhancements or maintenance.

  • Owns responsibility for communications to the customer and internal departments including meeting notes and network communications.

  • Provides input to management related to customer communication and escalations for system changes and production incidents.

  • Ensure department is in compliance with internal policies and procedures.

  • Support the company's commitment to protect the integrity and confidentiality of systems and data.

Minimum Qualifications

  • Education and experience typically obtained through completion of a Bachelor's Degree in Business Administration, Operations Management or related field.

  • 3 or more years of customer support and escalation experience.

  • Detail oriented and identifies opportunities for process improvements.

  • Demonstrated ability to leverage problem solving skills and appropriate technical tools to perform day-to-day support administration tasks, root-cause analysis and service management (such as log interpretation and performance monitoring)

  • Excellent written, verbal communications and interpersonal skills.

  • Background and drug screen.

Preferred Qualifications

  • Financial services / banking experience, especially with payments / DDA systems

  • Experience with both waterfall and agile approaches to project management

  • Professional services / consulting experience.

  • Additional related education and/or experience preferred.

Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.

Physical Requirements

Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours. Work may require occasional standing, walking, kneeling and reaching. Must be able to lift 10 pounds occasionally and/or negligible amount of force frequently. Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers. Requires the ability to communicate with internal and/or external customers.

Candidates responding to this posting must independently possess the eligibility to work in the United States at the date of hire.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow instructions and perform other related duties as assigned by their supervisor.

Early Warning Services is an affirmative action and equal opportunity employer.

Early Warning is an equal opportunity employer that takes affirmative action to employ, and advance in employment, qualified minorities, women, individuals with disabilities and covered veterans.

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Sr. Support Analyst

Early Warning Services, LLC