Origence

Support Engineer

• Develop and maintain technical and operational expertise for CU Direct products and systems
• Demonstrate a strong aptitude for problem-solving and the ability to resolve issues while retaining a strong customer service focus
• Provide high-quality technical support and customer service via telephone and/or electronically to CU Direct clients for all product applications
• Provide resolution/workaround or escalation for application product issues, as applicable
• Demonstrate strong interpersonal skills with good verbal and written communication to clearly and concisely communicate appropriate level of instruction to staff, clients and/or third-party vendors who may have limited technical knowledge
• Maintain comprehensive case documentation in ticketing systems and ensure understanding of case process and follow the guidelines as outlined by management
• Coordinate communications between staff, clients and/or third-party vendors to gather details and identify the scope of reported issues
• Ensure proper communication to the client is made in a timely manner and keep track of high-profile client issues and provide alerts to team leadership
• Understand client expectations, show empathy and urgency and escalate issues appropriately
• Look for opportunities to contribute outside area of primary responsibility to support the organization, team and client experience
• Maintain security and integrity controls of all confidential client data and account information

Application Product Support Analyst I