Ascensus

Applications Help Desk

Ascensus

full-time

Posted on:

Location Type: Remote

Location: Wisconsin • United States

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About the role

  • Act as the technical liaison between internal and external clients, Ascensus development teams, and third party vendors.
  • Document client support and ensure service level standards are met.
  • Advocate for the RPS client to provide technical resolutions by developing, recommending, implementing and facilitating solutions.
  • Manage new or existing client relationships through the implementation of products and subscriptions.
  • Provide second level technical assistance to clients using multiple applications for troubleshooting and research.
  • Manage upgrades, QA testing, and rollouts of software products and services.
  • Utilize internal systems for project tracking and problem resolution.
  • Provide customer service support in a call center environment through various mediums: phone, email, and ticket system.
  • Recognize and anticipate problems and take appropriate actions, escalate and report as needed.
  • Act as client advocate and take necessary steps to exceed service standards to manage client retention/growth.

Requirements

  • Associate Degree in Business, Finance, IT or related field or equivalent work experience required.
  • A minimum of 4 years customer service and technical support experience required.
  • Previous knowledge of financial services market and with IRA, ESA and HSA compliance preferred.
  • Excellent computer efficiency required.
  • Strong understanding of various operating systems and ISPs.
  • Project coordination experience required.
  • Must possess excellent attention to detail and problem solving skills.
  • Must possess excellent organizational skills.
  • Must be able to work within deadlines.
  • Excellent service skills customer service skills.
  • Proven ability to use effective listening skills.
  • Must be able to react to change positively and productively.
  • Ability to travel – limited.
  • Must be multi-task oriented.
Benefits
  • Health insurance
  • 401(k)
  • Paid time off
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportproject coordinationtroubleshootingQA testingcustomer serviceoperating systemsfinancial services knowledgeIRA complianceESA complianceHSA compliance
Soft Skills
attention to detailproblem solvingorganizational skillseffective listeningadaptabilitymulti-taskingclient advocacyservice orientationcommunicationrelationship management
Certifications
Associate Degree in BusinessAssociate Degree in FinanceAssociate Degree in IT