About your role
As a Client Tech Support Engineering - Professional I, you will play a critical role in providing technical support to our clients. Your contributions will help ensure client satisfaction and facilitate the smooth operation of our services. You will work closely with clients to troubleshoot and resolve issues, collaborate with internal teams to improve support processes, and maintain accurate documentation. You will be part of a dedicated team committed to delivering outstanding support experiences to our clients.
What you'll do
•Provide technical support to clients and resolve issues in a timely manner.
•Collaborate with internal teams to ensure client issues are addressed efficiently.
•Document and track client interactions and solutions in the support database.
•Assist in the development and improvement of support processes and tools.
•Maintain and update IT support documentation, FAQs, and training materials.
•Manage file transfer processes, ensuring secure and efficient delivery of files to internal and external stakeholders.
Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
Experience you'll need to have
•3+ years of experience in technical support and client service
•1+ year(s) of experience in troubleshooting technical issues related to hardware, software, and network connectivity
•1+ year(s) of experience with Office 365, ticketing systems, and remote support tools
•1+ year(s) of experience in FTP, SFTP, and other file transfer technologies
•3+ years of an equivalent combination of educational background, related experience, and/or military experience
Experience that would be great to have
•Experience in the financial services industry
•Experience with automation tools and scripts
