POSITION SUMMARY The Customer Care Specialist is responsible for providing basic support to clients by helping to resolve incoming inquiries on financial services software. The person in this role must have a team-oriented mindset and he/she must be able to communicate issues effectively and work well with others in troubleshooting and problem-solving scenarios.
- Position hours may vary between 8 AM - 8 PM Monday - Friday.
- Incumbent will provide on-call support with rotation through the Customer Care team.
LOCATION
- This will be a hybrid role, but the incumbent must be in the Malvern office at least 2 days per week.
ESSENTIAL DUTIES AND RESPONSIBILITIESThe type of activities expected to be performed at this level include, but are not limited to:
- Respond to customers' basic product support inquiries via telephone and internet-based support tool.
- Maintain regular communication with clients during the time when the issues or concerns are being addressed by providing regular updates, input, and guidance on next steps.
- Maintain ownership of issues and questions until a resolution has been reached and it has been effectively relayed to the client.
- Manage ticket queue response times in accordance with company SLA response criteria.
- Participate in web meetings with clients to better understand issues or questions.
- Document customer information and recurring technical issues to support product quality programs and product development.
- Assist in creating How To documentation for distribution to clients.
REQUIRED SKILL SETS
- Sufficient technical experience so as to be able to quickly learn new financial services applications, support tools, and other technologies.
- Proficiency with latest OS and Microsoft Office products
- Excellent oral and written communications skills.
- Strong problem-solving skills.
- Organizational and time management skills
- Must be a self-starter with proven ability to work independently.
- Must be comfortable navigating through complex software systems and have the ability to quickly grasp financial product knowledge.
PREFERRED EXPERIENCE
- 1+ year experience in a customer service-related field, preferably in banking, finance, or technology
- Proficiency with defect tracking tools (such as Jira), XML, SQL, .Net, and Outsystems is a plus.
- Prior banking or finance related experiences
EDUCATION, CERTIFICATES, LICENSES, AND REGISTRATIONS
- A Bachelor's degree in business, information technology, or a related field is required.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.