Support Engineer

• Participate in gathering and summarizing prospect information for Treasury Management consultants
• Identify opportunities for process improvements within scope of responsibilities or functional area
• Review and research basic or tactical operational assignments that require evaluation and selection of alternatives, related to low to medium risk deliverables
• Present recommendations for resolving more complex situations and exercise some independent judgement while developing understanding of function, policies, procedures, and compliance requirements
• Provide information to functional colleagues, internal partners, and stakeholders, including internal as well as external customers

Treasury Management Support Analyst

Treasury Management Sales Support Analyst

• Provide remote or onsite IT support to H2O Innovation users
• Frequent travel to H2O's offices in the United States to support, improve or implement different software's
• Participate in the management of tickets and user requests: define priorities and ensure follow-up
• Contribute to the continuous improvement of the User Support department to increase the satisfaction and overall efficiency of users
• Participate in many different projects for the IT department
• Anticipate future needs according to the IT support department activities
• Performs other related duties

IT User Support Technician

• Collaborate with clients and internal stakeholders on integrations
• Conduct root-cause analysis of platform issues
• Document integration architectures and specifications
• Serve as the technical authority during on-call rotations
• Lead post-incident analysis and recommendations
• Investigate and analyze platform data using SQL

Technical Analyst

• Work collaboratively with Senior Analysts, Team Leads, and Management who will provide oversight and guidance for day-to-day duties
• Receive and respond to support requests (calls and emails) from restaurant managers experiencing challenges utilizing PAR OPS in their day-to-day operations
• Diagnose, troubleshoot, and escalate issues to Concierge Services and Level 2 Support analysts as needed
• Create, manage, and prioritize support requests through our ticket tracking software, Service Cloud
• Contribute articles to internal knowledge base and upload relevant information to internal SharePoint page to keep all tracking systems up to date
• Utilize a variety of programs to complete job functions including Data Central, Microsoft Office (OneNote, Teams, SharePoint, Outlook, etc.), RightAnswers, and Service Cloud
• Address technical issues by analyzing root causes, making informed decisions to resolve challenges often under time constraints

Support Analyst, Level 1

• Provide intermediate level HVAC technical support to sales representatives, customers and service groups
• Manages large amounts of incoming calls and emails
• Promptly and accurately enters all incoming requests within Salesforce CRM
• Maintains communication records, necessary paperwork within Salesforce
• Reflect correct customer and case details with up-to-date information
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Identify and assess customers’ needs to achieve satisfaction and takes the extra mile to engage customers
• Communicates problem areas to the appropriate parties as the need arises to ensure that problems or possible problems are surfaced, and corrective action taken in a timely manner
• Provides information to customers on an on-going basis to answer questions or provide information with respect to their case status
• Provide weekly and daily updates and reports of cases status and group metrics
• Provides authorizations for parts warranty request upon identifying quality related opportunities
• Conducts training sessions in a formal classroom or on the job site on product application, operation and maintenance
• Consults and collaborates with Engineering and Manufacturing on quality and product design improvements
• May provide coaching, and/or mentoring to a subordinate group or staff member
• Write service literature, including flow charts and create micro videos
• Works closely with Manager on metrics, service opportunities, and manuals

HVAC Technical Support Analyst II

• Analyze business and technical requirements to identify and recommend effective system solutions.
• Translate business needs into functional specifications, workflows, and design documentation.
• Facilitate solution design discussions and support testing, implementation, and deployment activities.
• Lead and support technical projects through planning, coordination, communication, and implementation.
• Manage the business intake process for technology requests, enhancements, reporting needs, and operational improvements.
• Collaborate with stakeholders to assess needs, prioritize initiatives, and align solutions with organizational objectives.
• Perform data analysis and develop reports, dashboards, and visualizations to support business operations and decision-making.
• Troubleshoot complex system and data issues, including integrations with applications, databases, and third-party platforms.
• Create process documentation, user guides, and training materials, and provide end-user training and support.

Senior Technical Analyst

• Efficiently manage and prioritize incoming support tickets.
• Troubleshoot and resolve technical issues related to company products and services.
• Provide accurate and timely responses to customer inquiries.
• Escalate complex issues to the appropriate internal teams when necessary.
• Deliver immediate assistance for emergency situations.
• Handle inbound customer calls and provide clear, concise explanations of technical concepts.
• Foster strong customer relationships through effective communication and problem-solving.
• Demonstrate empathy and sensitivity by actively listening to customer concerns and asking relevant questions.
• Follow up to ensure all customer issues are fully resolved and satisfaction is achieved.
• Contribute to and maintain an up-to-date knowledge base of troubleshooting procedures and solutions.
• Stay informed about product updates, features, and best practices.
• Participate in regular training sessions to maintain expertise in company products and services.
• Accurately document issues and resolutions using Salesforce or other CRM tools.

Customer Technical Support Specialist

Treasury Management Sales Support Analyst – Payables, Commercial Card

• Providing direct support to priority customers and partners using HID PACS products, solutions, and tools
• Acting as a senior escalation point for complex technical and non-technical customer issues
• Ensuring SLAs are defined, met, and continuously improved
• Delivering proactive communication and guidance to customers to ensure successful outcomes
• Representing HID in critical customer situations, including those outside the formal strategic portfolio
• Partnering with Sales and Pre-Sales on customer needs, opportunities, and account growth
• Providing structured feedback to Product Management and Engineering on product performance and enhancements
• Participating in product lifecycle activities including triage, service pack planning, and new product development
• Driving product supportability requirements and ensuring successful support readiness at launch
• Establishing governance models for escalations and operational performance
• Monitoring and communicating updates, status, and resolution progress to stakeholders
• Building strong, trust-based relationships with priority customers, ensuring high satisfaction and loyalty
• Defining and implementing effective ways of working with strategic customers
• Collaborating cross-functionally (Sales, Pre-Sales, Engineering, Product Management) to align priorities
• Influencing product roadmaps through customer insights and supportability requirements
• Strengthening technical capabilities of support teams through coaching, knowledge sharing, and hands-on engagement
• Developing scalable support processes, tools, and best practices
• Ensuring technical support teams are prepared for new products and evolving customer needs
• Driving continuous improvement across support operations using KPIs and data-driven insights
• Championing a customer-centric culture across HID Global.

Strategic Customer Technical Support Director

• Tier II application support for business-facing SaaS platforms, including CRM, marketing automation, and transaction management applications
• Acts as a primary escalation point for complex application incidents originating from Tier I support
• Provides high-touch, customer-facing application support to non-technical users
• Identifies recurring issues and user pain points and recommends improvements to application configurations
• Participates in testing and validation of application updates, enhancements, and releases
• Supports and troubleshoots application integrations and data workflows
• Analyze application issues and recommend solutions/system changes
• Coordinate and participate in application testing to ensure successful implementation of new and legacy applications

Tier II Application Support Analyst

• Support Treasury Management Consultants by gathering, analyzing, and summarizing current clients and prospect information to drive the sales process.
• Identify process improvement opportunities within your functional area to help streamline and enhance client and partner experiences.
• Research and assess operational requests tied to low- to medium‑risk deliverables, evaluating alternatives and recommending the best path forward.
• Provide recommendations on more complex or nuanced situations , exercising sound judgment while deepening your understanding of policies, procedures, and compliance requirements.
• Serve as a key information resource for internal partners, stakeholders, and external clients—ensuring clarity, accuracy, and service excellence.

• Serving as the first point of contact for customers seeking technical assistance over the phone and via Jira ticketing system
• Diagnose and resolve tier 1 D&IT tickets
• Provides technical support to local customers in Cannon Falls and support virtually (over Teams, phone calls, screen sharing and remote sessions) to customers throughout the organization
• Installs, make changes, and repairs computer hardware and software
• Manages D&IT Help Desk tickets in a timely manner
• Performs remote troubleshooting through diagnostic techniques and pertinent questions
• Takes ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress in a timely manner
• Determines the best solution based on the issue and details provided by the customer
• Escalates unresolved issues to the next level of support personnel, when necessary
• Arranges for external technical support where problems cannot be resolved in house
• Records events and problems and their resolutions in Jira ticketing system
• Identifies and suggests possible improvements on procedures and documentation
• Performs updates to existing documentation and publish new documentation as it pertains to D&IT Help Desk support
• Basic Active Directory functions including creating user accounts, resetting passwords, creating groups, etc.
• Basic Microsoft Office 365 functions including managing licenses, updating/modifying user attributes, modifying user groups, etc.
• Assist with other D&IT projects as needed and as time allows.

Technical Support Specialist

• Serve as primary escalation point for day-to-day operational issues across the IT Service Desk and Vendor Platform Operations teams, triaging incidents, coordinating cross-team response, and making resolution decisions before escalating to management.
• Leverage AI tools (Microsoft Copilot, Copilot Studio agents) for ticket triage assistance, meeting summarization, vendor communication drafting, metrics trend analysis, knowledge base query resolution, and incident status generation.
• Own and maintain operational dashboards (Power BI) — MTTR, SLA compliance, ticket volume trends, first-contact resolution, sprint velocity, backlog health, vendor performance — presenting insights and recommendations to leadership.
• Manage internal and vendor tickets including escalations across enterprise healthcare and business platforms.
• Perform research and root cause analysis to gain historical knowledge, identify recurring incident patterns, and provide data-driven recommendations for resolution and prevention.
• Maintain point-of-contact lists and escalation procedures for internal teams and all platform-related vendors.
• Oversee IT Service Desk queue operations — ticket triage, SLA adherence, employee onboarding/offboarding provisioning workflows, PC refresh lifecycle, endpoint management, and access request fulfillment.
• Own and maintain the enterprise IT asset inventory in the CMDB/asset management system — ensuring hardware, software, and licensing records are accurate, current, and audit-ready.
• Manage the software and service renewal lifecycle — collecting vendor quotes, coordinating with Vendor Services for contract review, submitting requisitions through the procurement system, and ensuring renewals are completed before expiration.
• Track software license utilization and compliance — identifying unused licenses for reclamation, flagging upcoming expirations, and providing cost optimization recommendations to leadership.
• Coordinate the annual PC refresh program — maintaining the refresh schedule based on endpoint lifecycle policy, tracking inventory in the asset management system, managing work items for deployment, and ensuring timely hardware procurement.
• Coordinate release and deployment activities across progressive environments (DEV/SIT/PROD), managing timelines with vendors and internal stakeholders.
• Identify and report release-related issues; lead post-implementation root cause analysis, remediation coordination, and preventable-procedure development.
• Assist with data analysis of new platform codes and coordinate with business areas for additional input on implementation activities.
• Drive cross-training initiatives across service desk and platform operations to build team resilience and shared operational knowledge.
• Create and deliver presentation content for enterprise-level operational reviews, leadership updates, and vendor quarterly business reviews — using AI to draft and accelerate preparation.
• Maintain positive relationships with internal customers, vendors, and partner teams.

• Problem solve using spreadsheets, databases, statistical software, and other resources to synthesize and analyze data and information
• Process data for software testing and maintenance
• Validate software output
• Create materials to answer client questions on an ad-hoc basis
• Prepare and document project files
• Assist in R&D and marketing efforts to grow the business
• Check teammates’ work for technical accuracy
• Leverage AI-enabled tools (e.g., generative AI, automation platforms) to enhance research, analysis, and workflow efficiency
• Apply sound judgment when using AI outputs, including validating accuracy, identifying limitations, and ensuring appropriate use
• Continuously evaluate and refine personal workflows to incorporate emerging tools and best practices

Product Support Analyst

• Provide support to both internal and external clients on the implementation and usage of WMP
• Act as a troubleshooter for investment advisory platform issues
• Work with other departments (Marketing, IT, Operations, etc.) to obtain information or troubleshoot system issues
• Keep financial professionals and home office stakeholders informed of potential issues and resolution
• Effectively prioritize issues based on severity and business priority
• Collaborate with 3rd party vendors and strategists regarding production-related issues
• Report, track, and escalate as needed while working through resolution internally and to external related vendors
• Work with Envestnet to test and understand their ongoing annual releases
• Provide release notes and training to all key stakeholders within the firm
• Identify opportunities for improvement of formal training resources

Production Support Analyst

• Serve as the first point of contact for technical support requests via phone, email, live chat, or ticketing system.
• Troubleshoot and resolve basic hardware, software, and network issues following established procedures.
• Provide technical support for on site and remote employees, including laptops, desktops, monitors, printers, mobile devices, and peripherals.
• Support audio visual (AV) and conference room equipment, including setup and basic troubleshooting.
• Escalate complex or unresolved issues to Tier 2 or specialized support teams in a timely and well documented manner.
• Participate in occasional after hours technical support, as required.
• Perform system imaging, device configuration, equipment replacements, and workstation setup.
• Assist with IT projects as assigned, including hardware refreshes or software deployments.
• Help maintain accurate IT equipment inventory, including tracking and documentation.
• Accurately document incidents, resolutions, and follow up actions in the ticketing system.
• Assist in maintaining and improving Aspire’s IT support procedures and documentation.
• Follow established IT policies, standards, and best practices at all times.
• Maintain a high level of professionalism and deliver excellent customer service in all interactions.
• Build and maintain positive relationships with end users and IT team members.
• Work both independently and collaboratively to address on site and remote support needs effectively.

Technical Support Agent

• Deliver first-line remote technical support within a single modality
• Resolve a broad range of technical issues
• Ensure high customer satisfaction, regulatory compliance, and accurate service documentation
• Conduct root cause analysis (RCA)
• Document diagnostic steps and resolutions
• Escalate complex issues with detailed case histories to senior engineers
• Collaborate with cross-functional teams to improve service operations

Technical Support Engineer 4

• As a Technical Support Representative, you will be responsible for finding innovative ways to respond to varying questions, issues, and concerns.
• Provide front line, first level, technical assistance for consumers.
• Assist with product recommendations and sales inquiries.
• Supporting Client specific high speed internet services delivering an exceptional customer experience.
• Resolve technical problems, within a fast paced, customer facing environment.
• Troubleshooting and issue resolution assistance with Client service and/or devices specific issues including internet connectivity and performance troubleshooting.
• Supporting customer needs related to Client specific high speed internet services and or devices including troubleshooting, triage, and additional required resolution techniques.
• Deliver in scope support for internet service and connectivity related issues pertaining to operating system, PC, and browser configuration.
• Demonstrate advanced product knowledge and have the ability to solve customer issues.
• Resolve customer issues on the first call as frequently as possible.
• Open and manage trouble ticket system for user issues, Data Network, OS issues.
• Be patient, courteous and friendly with customers at all times.
• Demonstrate a positive attitude.
• Address and solve technical problems in a timely manner and complete all work assignments within expected time frames.
• Adhere to all work schedule assignments.
• Abide by and support management directives and adhere to all TP policies.

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