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Technical Support Rep. (100% Remote Option) - Contract

Job Title
Technical Support Rep. (100% Remote Option) - Contract
Job ID
27354655
Location
Birmingham,  AL 35243
Other Location
65804
Description

Title:  Technical Support Rep

Our History:
From our start in 2009, Conexess has established itself in 3 markets, employing nearly 200+ individuals nation-wide. Operating in over 15 states, our client base ranges from Fortune 500/1000 companies, to mid-small range companies. For the majority of the mid-small range companies, we are exclusively used due to our outstanding staffing track record

Who We Are:
Conexess is a full-service staffing firm offering contract, contract-to hire, and direct placements. We have a wide range of recruiting capabilities extending from help desk technicians to CIOs. We are also capable of offering project based work.

Job Description

Conexess Group is seeking to hire 3 Banking Technical Support Representatives (Teller Software) for the Teller support team.  Candidates in this role will work with a team who support ticket cases placed by banking customers using the teller systems.  This team is responsible for the Teller Capture products, which includes providing support of PC and software applications, installs, setup and transactions, creating posting files and advanced troubleshooting.  Ideal candidates will have a banking background (experience with teller products, POD, item processing, etc.) along with previous technical or application software support experience.  Candidates will have direct interaction with customers over the phone in this software support opportunity. 

MINIMUM QUALIFICATIONS

  • Minimum of 12 months of experience in one of the following:
    • Bank product support or teller product experience OR
    • Application support, PC Support or Software Support experience.

PREFERRED QUALIFICATIONS

  • Associate’s or Bachelor’s degree preferred.
  • Previous Client/Server support experience.
  • Advanced Troubleshooting experience.
  • TCP/IP communication experience.
  • Experience with the IBM iSeries preferred.
  • Previous POD (Proof of Deposit) and Item Processing experience.

ESSENTIAL FUNCTIONS

  • Provides level one troubleshooting and support.  Accurately assesses the customer's product issue or problem.  Asks the user well thought out or detailed questions and carefully listens to the user's response to fully comprehend the need, product issue, and best avenue for resolving the problem.
  • Researches customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible. Keeps current on most recent changes and/or upgrades.
  • Identifies and resolves application and service issues and any other questions that may arise.  Answers general application questions.
  • Provides appropriate personnel a precise understanding of user's issues when the problem needs to be escalated to a higher level.
  • Monitors incoming cases and emails and resolves in accordance with Service Level Standards (SLS).  Uses available support tools to assist the customer and/or recreate the issue.
  • Participates in training programs to continuously improve product knowledge and service skills.
  • May manage hardware capacity and performance and assess hardware needs.

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