Client Support Lead
Zinnia
full-time
Posted on:
Location Type: Hybrid
Location: Alpharetta • Kansas • United States
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Job Level
Tech Stack
About the role
- Take ownership of clients’ issues and coordinate with internal stakeholders for timely resolutions.
- Take lead in mentoring teammates to ensure constant improvement
- Develop best practices, standards, and policies for the team
- Completing research and providing analysis as needed to support Management in decision making
- Drive resolution of production issues
- Assist in the research and investigation of escalated production issues and engage teams for resolution
- Assist in identifying, developing and executing continuous improvement opportunities
- Facilitating business needs and priority identification
- Track incidents through completion while providing regular updates to both internal and external customers
- Document business impact, research and resolution steps and long-term preventative measures via incident reports
- Provide regular severity updates to Senior leadership, Others
- Flexibility in work schedule including regular participation in an On-Call rotation
- Role may require evening and/or weekend hours as needed to manage incidents/workload.
Requirements
- A bachelor’s degree in Computer Information Systems, Business Administration, or a related field; or a high school education and equivalent work experience in business analysis and application development
- Expert knowledge of SQL, client/server, and network environments
- Advanced Microsoft PC software experience (i.e., Excel, Word)
- Excellent written, oral and interpersonal communication skills
- Expert level troubleshooting skills
- Proven ability to lead and mentor teammates to ensure constant improvement
- Advanced understanding of multiple software applications
- Customer service skills with strong relationship management skills with the ability to interact positively and successfully with all level of associates and managers to meet business needs
- 7-10 years’ work experience or an education in systems or quantitative analysis and business solutions development required
- Expert level Annuity and Life Insurance industry-related knowledge
- Experience in Annuity, mutual funds, financial services, or life insurance work experience preferred
- Experience in project management preferred
Benefits
- health/dental insurance
- parental leave
- 401(k)
- incentive/bonus opportunity
- tuition reimbursement
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SQLclient/server environmentsnetwork environmentstroubleshootingMicrosoft ExcelMicrosoft Wordbusiness analysisapplication developmentsoftware applicationsproject management
Soft Skills
mentoringcommunicationrelationship managementproblem-solvingflexibilityleadershipcustomer serviceteamworkanalytical skillsdecision making