JOB SUMMARY : The Technical Support Analyst works within a global team of highly experienced technical individuals to provide technical support to company customers within the fast pace and expanding product stream of Immediate Payments.
The day to day responsibilities of this role include being the first point of contact for our customers, troubleshooting technical issues which can include repairing and debugging complex electro / mechanical equipment, computer systems, complex software and network or wireless systems.
The successful candidate may also be involved in customer installation, training and project work in relation to onboarding customers and products. DIMENSIONS :
Standard work environment
Out of hours on call rotation
Travel required, may be domestic or international
JOB ACCOUNTABILITIES :
Accountable for providing technical support for customers.
Working within a fast pace environment to resolve customer issues within SLA.
Researches and resolves customer reported issues related to a product or discipline. Gathers data, tests and replicates problems.
Answers questions related to configuration and operation by testing, reviewing code (if available) and reviewing documentation.
Work closely with Engineers, Product Owners and Project Teams to resolve customer issues and share best practice.
Understand and Adhere to all Corporate Policies to include but not limited to ACI Code of Ethics and Global Information Security.
TECHNICAL KNOWLEDGE :
Experience with working with JAVA
Strong in LINUX / UNIX / AIX / SOLARIS / WINDOWS operating systems
Knowledgeable in TCP / IP networking
Database experience, specifically in ORACLE, DB2, MSSQLServer ·
OTHER KEY SKILLS :
Ability to provide a high level of customer experience
Able to communicate effectively with our global customer base and internal stakeholders.
Post Implementation Project Experience
Understanding of Payments Industry
Understanding of Transaction Processing End To End
Problem Management Skills - focus on driving problem resolution
MINIMUM JOB QUALIFICATIONS : - Bachelor’s degree or equivalent experience in Information Technology.- Prefer knowledge on Java, database and shell scripting.
Banking domain / functional understanding will be an added advantage