Provides front-line, always-on (24x7x365) technical support for high-visibility partners requiring continuous assistance.
Serves as the primary point of contact for technical issue intake, triage, communication, and resolution, ensuring partner concerns are handled accurately, professionally, and within established service level agreements (SLAs).
Documents and prioritizes incoming issues, follows defined escalation and troubleshooting procedures, and collaborates closely with Technology, Client Services, and Partner Integration teams to drive timely resolution.
Plays a critical part in maintaining operational continuity, meeting contractual obligations, and delivering an exceptional partner support experience.

Requirements

High school diploma or equivalent
Typically five or more years of customer service experience
Skilled in basic technical troubleshooting and system maintenance
Prior call center experience
Experience with AWS, Salesforce, ICS, ServiceNow, Client Resource Center, MS Team and OneNote
Effective verbal, written, and interpersonal communication skills
Proven customer service/relations skills including the ability to deal effectively, tactfully, and knowledgeably with customers and non-customers in handling complaints, problems, and general inquiries
Effective telephone skills including listening and demonstrating courtesy, empathy, and accuracy
Thorough knowledge of all relevant operational processes and procedures and company products and services
Proficient in and able to navigate all relevant computer systems in order to pull reports, shadow clients, and troubleshoot technical issues, etc.
Ability to perform interest calculations and account adjustments
Strong analytical and problem-solving skills
Ability to manage multiple tasks/projects and deadlines simultaneously

Benefits

Healthcare (medical, dental, vision)
Basic term and optional term life insurance
Short-term and long-term disability
Pregnancy disability and parental leave
401(k) and employer-funded retirement plan
Paid vacation (from two to five weeks depending on salary grade and tenure)
Up to 11 paid holiday opportunities
Adoption assistance
Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

Applicant Tracking System Keywords

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

Hard Skills & Tools

technical troubleshootingsystem maintenanceinterest calculationsaccount adjustmentsreport pullingshadowing clientsproblem-solvinganalytical skills

Soft Skills

customer serviceinterpersonal communicationverbal communicationwritten communicationcourtesyempathyaccuracyability to manage multiple tasks

Certifications

high school diploma