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Applications Help Desk
Location
Wisconsin
Posted
105 days ago
Salary
0
Seniority
Senior
Job Description
Applications Help Desk
Ascensus
• Act as the technical liaison between internal and external clients, Ascensus development teams, and third party vendors. • Document client support and ensure service level standards are met. • Advocate for the RPS client to provide technical resolutions by developing, recommending, implementing and facilitating solutions. • Manage new or existing client relationships through the implementation of products and subscriptions. • Provide second level technical assistance to clients using multiple applications for troubleshooting and research. • Manage upgrades, QA testing, and rollouts of software products and services. • Utilize internal systems for project tracking and problem resolution. • Provide customer service support in a call center environment through various mediums: phone, email, and ticket system. • Recognize and anticipate problems and take appropriate actions, escalate and report as needed. • Act as client advocate and take necessary steps to exceed service standards to manage client retention/growth.
Job Requirements
- Associate Degree in Business, Finance, IT or related field or equivalent work experience required.
- A minimum of 4 years customer service and technical support experience required.
- Previous knowledge of financial services market and with IRA, ESA and HSA compliance preferred.
- Excellent computer efficiency required.
- Strong understanding of various operating systems and ISPs.
- Project coordination experience required.
- Must possess excellent attention to detail and problem solving skills.
- Must possess excellent organizational skills.
- Must be able to work within deadlines.
- Excellent service skills customer service skills.
- Proven ability to use effective listening skills.
- Must be able to react to change positively and productively.
- Ability to travel – limited.
- Must be multi-task oriented.
Benefits
- Health insurance
- 401(k)
- Paid time off
- Professional development opportunities
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