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Client Tech Support Rep III

Irving, TX 75063

Category: Professional Job Number: 11953

Job Description:

1. Handle moderate to complex issues analyzing and resolving problems for customers by determining and explaining the best solution for the problem 
2. Use online knowledge help systems to conduct research and answer questions 
3. Document actions taken in various systems required for each program 
4. Interface with other internal departments and/or clients to follow up on customer requests which require research and respond to customer requests appropriately and timely 
5. Escalate issues to management and/or clients following defined procedures 
6. Maintain client customer service and satisfaction standards in all customer contacts 
7. Develop and maintain an excellent working relationship with internal/external customers 
8. Act as a mentor for frontline support team associates 
9. Contribute content to online knowledge help system 
10. Perform other duties as assigned 

Job Related Experience: 
Minimum 2 – 3 years of customer service experience, working with complex financial services technology. 

Additional Skills/Knowledge: 
• High proficiency with PC/Windows related software (MS Office) required 
• High ability to multi task and manage multiple products on multiple systems 
• Excellent organizational skills and attention to detail required 
• Strong critical thinking / problem resolution and follow up skills 
• Excellent verbal and written communication skills 
• Excellent interpersonal skills including ability to maintain professional presence at all times 
• Ability to interface with all levels associates and managers for both internal and external customers 
• Must be able to work in a fast-paced environment, with daily processing efficiency requirements 
• Ability to work effectively with minor supervision 
• Must be able to thrive under pressure 
• Experience delivering customer service to both B2B and B2C customers ideal 
• Bilingual (Spanish/English) speaking skills a plus 

Education: High school diploma

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