Support Engineer

• Support FIAR compliance efforts and audit readiness initiatives.
• Assist with Managers Internal Control Program (MICP) activities.
• Review financial transactions and supporting documentation.
• Identify trends, discrepancies, and control weaknesses.
• Prepare financial and audit-related reports.
• Support contract reconciliation and closeout efforts.
• Assist with process improvement initiatives.

Financial Improvement and Audit Readiness Support Analyst

• Provide technical support answering plan document related questions and issues
• Assist with the design and modifications of plan documents
• Provide compliance expertise during a plan's lifetime such as IRS submissions, plan amendments, restatements and terminations
• Assist with answering technical questions and issues related to ERISA
• Additional responsibilities as assigned

Senior Technical Support Specialist, Plan Document Specialist

• Lead end-to-end onboarding, configuration, and activation of merchant accounts across third-party and reseller gateway platforms (e.g., Auth.net, CardConnect, CyberSource, FreedomPay).
• Deliver comprehensive client training for gateway solutions, including transaction processing, reporting tools, fraud controls, and system navigation.
• Provide onboarding, setup, and training support for Clover solutions and Commerce Control Center, ensuring clients are fully enabled at go-live.
• Guide clients through PCI compliance requirements, including education on security standards, validation processes, and ongoing compliance best practices.
• Assist clients in implementing fraud mitigation tools and gateway security settings (e.g., velocity controls, filters, risk protocols) to reduce exposure and losses.
• Create and maintain detailed client playbooks to support onboarding, training, and ongoing servicing needs.
• Deliver structured feedback to Sales and Product teams to enhance client onboarding experience, training content, and overall value proposition.
• Act as a subject matter expert and escalation point for complex gateway-related servicing issues, including processing errors, pricing inquiries, downgrades, and product optimization opportunities.
• Create, manage, and update servicing tickets; maintain accurate client demographic and account data across Fiserv and KeyBank systems.
• Develop and deliver reporting to measure onboarding effectiveness, client adoption, and value realization.
• Identify process gaps and inefficiencies; recommend and implement solutions to improve onboarding efficiency and client experience.
• Partner cross-functionally with Sales, Product, Risk/Compliance, and Operations to support successful client outcomes and continuous improvement.

Senior Client Service Specialist – Installation & Technical Support

• Serve as the first point of contact for end-user technical issues via phone, email, chat or ticketing system
• Perform initial triage, troubleshooting, and resolution of incidents and service requests
• Log, categorize, and prioritize tickets in the ticketing system
• Provide remote support for hardware, software, network, and mobile issues
• Escalate unresolved or complex issues to Tier 2 or higher support levels
• Provide onsite and assist other IT team members with remote site technical support for desktops, laptops, and peripherals
• Diagnose and resolve complex issues related to OS, applications, and basic networking
• Install and maintain workstations, printers, and mobile devices
• Perform imaging, deployment, and re-imaging using standard tools
• Support Honeywell warehouse handheld devices, CT45’s, and barcode scanners, CK67’s
• Manage tickets to ensure timely resolution and SLA compliance
• Maintain accurate IT asset inventory
• Participate in on-call rotation

IT Support Analyst

• Configure integrations via 3rd party software
• Manage projects end to end
• Manage customer communication about projects
• Keep management informed of progress

Technical Support Specialist Intern

• Provide first-level technical support for Microsoft Dynamics 365 Sales platform and related Power Platform tools
• Assist users with day-to-day CRM functionality, troubleshoot issues, maintain data integrity, and support onboarding/offboarding processes for CRM users
• Serve as the first point of contact for end users, working closely with CRM Support Specialists and system administrators
• Provide initial troubleshooting for CRM and Power Platform issues, including login errors, UI problems, workflow disruptions, and minor configuration issues
• Assist with basic system updates and maintenance tasks
• Assist in the creation, maintenance, and troubleshooting of Power Automate flows
• Perform data imports/exports, validate data, identify duplicates, and assist with minor data cleanup to maintain CRM data integrity
• Create and maintain user-facing documentation such as FAQs, troubleshooting guides, and knowledge base articles
• Assist with user management by creating, updating, and deactivating accounts
• Generate simple reports and dashboards for end users and assist with custom reports by collecting data and providing support on CRM-related data analytics
• Partner with CRM Support Specialists to support continuous improvement of sales processes and user experience.

CRM Support Technician

• Provide technical support for clients and theater exhibitor partners
• Monitor site systems and perform technical troubleshooting
• Develop understanding and use of site hardware and server and screen player software components
• Contribute to knowledgebase and troubleshooting processes, training, and maintain documentation
• Manage end-to-end incident resolution and repair transactions
• Perform outbound calls as needed to sample, track and document advertising campaigns
• Utilize ticketing system for incident tracking
• Utilize network management systems for content and playlist delivery
• Work overtime hours as needed and maintain professionalism when working with customers.

OSA Support Technician

• Provide technical support and troubleshooting via telephone, ticketing systems, and chat, handling more complex and escalated issues
• Develop deep subject matter expertise in core technologies and multiple specialized technology areas
• Maintain ownership of assigned incidents from initial report through resolution, ensuring thorough communication and timely updates
• Educate customers on software functionalities, best practices, and product updates, while offering proactive solutions
• Identify, document, and report software issues, design concerns, and reliability challenges to appropriate internal teams
• Act as a resource for junior support engineers, providing guidance and mentorship
• Participate in team meetings, contribute to knowledge base documentation, and support continuous improvement initiatives
• Assist with special projects and other duties as assigned

Senior Technical Support Engineer

• Configure, maintain, and advance systems used in financial aid to support student service, daily operations and processing
• Review, test, and troubleshoot product updates and annual releases
• Drive excellence in service through ongoing department support and calibration
• Participate in important initiatives to collaborate with partners to design and improve all financial aid practices
• Challenge thinking and processes to drive, deliver, and facilitate system initiatives and solutions
• Develop an understanding of the interdependencies and sharing of data within system integrations
• Complete daily support functions connected to the student aid experience
• Perform and monitor financial aid batch processes within the Student Information System
• Provide direct, open, and honest feedback to promote engagement, collaboration, and communication to achieve success
• Other related duties to support Student Financial Services and University goals

Systems and Support Analyst, Financial Aid

• Supporting on-site day of convention connectivity for a state-of-the-art convention center.
• Performing routine maintenance and troubleshooting of technical equipment and systems.
• Interacting with event organizers and attendees to address technical issues and ensure a positive experience.
• Installing and terminating Ethernet cabling.
• LAN/WLAN configuration and troubleshooting.
• Temporary network expansion setup/teardown.
• Desktop/device support for connecting to LAN/ WLAN.
• Ensuring all setups comply with safety regulations and standards.
• Keeping track of equipment inventory and reporting any damages or losses.

Convention Center Support Technician Intern

• Partner with Finance Business Partners and operational teams to analyze business performance and support decision-making
• Build and maintain components of budgeting, forecasting, and financial models
• Analyze, validate, and troubleshoot financial and operational data across multiple systems and data sources
• Investigate and resolve data discrepancies, identifying root causes and implementing fixes
• Develop and maintain dashboards, reports, and performance metrics with a focus on accuracy and usability
• Perform variance and root cause analysis to explain drivers of performance
• Translate ambiguous business questions into structured analytical approaches
• Deliver clear, actionable insights (not just reports) that inform business decisions
• Work with stakeholders to improve data quality, reporting processes, and automation

Decision Support Analyst

• Provide technical assistance and support for incoming calls, email, and internal messaging inquiries in a timely manner
• Train customers in the use of our process, systems, and software
• Actively listen to clients to understand issues and concerns
• Make recommendations to improve the performance and quality of our software
• Walk customers through problem-solving process.
• Ask questions to determine nature of problem.
• Install, modify, and repair computer hardware and proprietary POS software.
• Support of all our internal and customer facing websites and applications
• Assist various departments with their questions and concerns; especially with those related to the installation, maintenance and training of proprietary software and equipment.
• Support of multiple service platforms
• Successful and timely completion of all daily work-tasks as assigned
• Provide corrective action to prevent callbacks
• Use of remote desktop software to resolve customer issues
• Track detailed information on client issues and resolutions
• Build rapport with customers and maintain positive and professional relationships
• Exhibit professionalism and superior phone etiquette, answering all customers with a focus on quality of message with cheerful demeanor.
• Perform store escalations to management and other internal teams in order to provide quick resolution
• Additional responsibilities as required to meet business needs

Bilingual Spanish Client Support Technician

• 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

• Manages a highly self-directed workflow focused on accuracy, timeliness, and independent decision making
• Reviews and self-assigns work from the Payoff Letter Request SharePoint queues
• Prioritizes RUSH items
• Gathers all required supporting documentation such as bot data sheets, requests, system screen prints, and historical transaction details
• Conducts a detailed review of loan information—confirming product types, validating data within the applicable system of record
• Determines additional steps such as facility level payoff handling or the reconciliation of multiple obligations
• Performs all necessary payoff, interest, fee, or consolidated facility calculations using approved tools
• Identifies and escalates data anomalies
• Prepares the payoff letter using the correct SharePoint template and saves all documentation in the designated folder structure
• Completes a final self-review before submitting the file for mandatory peer Quality Control (QC)

Loan Support Analyst

• Supervise, mentor, and train Tier 2 technical support agents to meet call center goals.
• Act as the escalation point for complex customer inquiries, ensuring prompt and effective resolution.
• Develop and enforce call center policies and procedures aligned with corporate objectives.
• Monitor performance metrics (e.g., response times, resolution times, customer satisfaction scores), prepare reports, and implement corrective actions when needed.
• Lead special projects to enhance customer experience and drive process improvements.
• Ensure adherence to quality assurance standards, service level agreements (SLAs), and internal/external response time expectations through regular call quality reviews and process improvements.
• Collaborate with other departments to ensure seamless information sharing and resolve customer issues.
• Identify areas for process and system improvements, driving efficiencies in handling technical support issues.
• Create and maintain knowledge base articles and technical documentation for use by the team and end-users.
• Track and report on key performance metrics such as ticket resolution times, first-call resolution, and customer satisfaction; analyze technical support trends and recommend improvements or additional training as needed.
• Other duties as assigned.

Technical Support Supervisor

• 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

• Lead API consumer onboarding and ongoing integration support, aligning API capabilities to business needs and objectives.
• Plan and manage end‑to‑end integrations, including scope definition, project planning, testing, stakeholder communication, and production support.
• Maintain deep knowledge of business processes, partner systems, and API inventories while contributing to API design standards and consumable documentation.
• Use AI‑assisted analysis to identify integration risks, improvement opportunities, growth, and to enhance documentation quality.
• Support and promote the Rules Management Framework (RMF) to centralize, reuse, and govern business rules across teams and systems.
• Partner with business and technology stakeholders to identify, implement, and maintain shared rules aligned to business outcomes, including testing and documentation.
• Leverage AI to track rule ownership, foster adoption, and expand toolsets.
• Lead and support direct reports to ensure high‑quality delivery, professional growth, and a strong development culture.
• Coach, mentor, and guide team members on priorities, problem‑solving, and stakeholder communication while promoting knowledge sharing and collaboration.
• Own hiring, onboarding, goal setting, and performance management in alignment with departmental practices.

Technical Analyst Supervisor

• 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.

Technical Support & Sales Representative

• supporting defaulted commercial loans
• work closely with commercial bankers to help support the resolution of loan accounts
• providing information needed, including payoffs, payment history, projected loan payments
• payment transfers and processing

Loan Support Analyst – Commercial

• Engage with insurance agencies to review and validate Bordereau file layouts for ingestion readiness
• Confirm data schemas align with internal ingestion requirements
• Analyze and validate data fields for completeness, accuracy, and consistency
• Build and maintain data pipelines and dataflows within Microsoft Fabric
• Design, build, and maintain Power BI dashboards and reports
• Support quarterly and ad hoc reporting needs

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