Treasury Management Sales Support Analyst – Payables, Commercial Card
Wells Fargo
Technical Client Support Analyst
KUBRA
full-time
Posted on:
Location Type: Hybrid
Location: Tempe • Arizona • 🇺🇸 United States
Visit company websiteJob Level
Junior
Tech Stack
React
About the role
- Provide professional support to clients at large enterprises by handling and assessing inbound requests, internal checks, and automated alerts
- Demonstrates strong communication skills by effectively articulating ideas, actively listening, and maintaining professional and clear interactions with team members, clients, and stakeholders
- Research issues involving application integration points, data integrity, connectivity failures, and application or system failures
- Report details on issues to developers and manage communications with clients as issues are worked on and resolved
- Client Excellence - Maximize client satisfaction by providing excellent customer service and maintaining Service Level Agreements
- Review and react to client support and operational issues, assisting the team with initial triage, understanding of client implementations, and resolution of problems
- Assists with classification and prioritization of issues
- Execute case/ticket service requests requiring code and / or configuration updates
- Achieve productivity related targets including support processed tickets, average response time, average time to close, time tracking
- Manage communications with clients throughout the life of a request and coordinate with developers and others to address issues
- Lead weekly case review with key clients
- Participate in client meetings both on and off site as directed by their Team Leader
- Conduct internal reporting on Key Performance Indicators (KPIs) for cases under management
- Coordinate with various internal teams as necessary, including Product Development, Network Services, Service Delivery, Sales, and Marketing teams
- Provide on-call after-hours support on a rotating basis
- Develop and document new troubleshooting procedures as necessary
- Build and maintain knowledge of supported products and implementations
- Perform configuration and code changes on existing applications to meet customer needs
- Provide timely responses by phone, notes and/or email to clients for case/ticket/telephone inquiries
- Participate in client training on product/service features and functionality
- Escalate complex issues to other Teams as needed to ensure problems reach a resolution quickly
- Monitoring of systems
- Work on special projects as required
Requirements
- 0-1 year of experience in Customer Service, software/IT support, or as a skilled user of enterprise software
- Demonstrated aptitude for troubleshooting technical problems
- A general understanding of servers, networks, enterprise software, and data integration between enterprise applications
- Experience with enterprise software in a support or advanced business user role is strongly preferred
- Associate’s degree or work experience demonstrating professional communication and inter-office skills
- Diploma or Degree in Computer Information Systems or related program is preferred
Benefits
- Equal Employment Opportunity commitment
- Accommodations during recruitment process available upon request
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingapplication integrationdata integrityconfiguration updatescode changesmonitoring of systemscustomer servicecase managementKey Performance Indicators (KPIs)enterprise software
Soft skills
communicationactive listeningclient satisfactionproblem resolutionteam collaborationprioritizationprofessional interactionstrainingreportingleadership
Certifications
Associate’s degreeDiploma in Computer Information Systems
