• Answers, evaluates and prioritizes service requests received via phone, voicemail, email, etc. specifically related to banking software support. • Logs and tracks all requests using company’s customer management tracking system, including documenting all actions taken to resolve requests • Assists in implementation of new software releases for applications responsible for supporting bank processing • Documents resolutions in a central location for knowledge sharing internally and with customers • Participates on bank conversion/merger/acquisition teams as needed • Assists with Major Projects and Initiatives as assigned • Participates in assessments, project planning and client meetings • Works with third party vendors on behalf of customers • Analyzes and evaluates service requests to identify trends and make recommendations • Other duties as assigned

• Ensure excellent partner and customer satisfaction, consistently meeting or exceeding operational KPIs such as Agent CSAT, Time To Solve, SLA adherence, schedule adherence, shrinkage, and backlog management. • Own weekly DSAT reviews, ticket analysis, and coaching feedback loops to improve customer satisfaction. • Implement and optimize support processes to improve efficiency, reduce resolution times, and enhance the overall customer experience. • Directly manage a team of Technical Support Engineers, ensuring high levels of engagement, motivation, and performance. • Develop and execute career growth plans for team members, providing regular coaching, mentoring, and performance feedback. • Drive accountability among direct reports, leveraging tooling & reports to monitor and improve key performance metrics. • Lead internal and external escalations, including Support Duty Manager (SDM) escalations, ensuring rapid issue resolution and effective root cause analysis (RCA). • Collaborate with cross-functional teams to implement betterment plans for recurring issues. • Respond swiftly to critical customer needs, including high-impact and high-priority cases, ensuring proactive communication and resolution strategies. • Identify opportunities to optimize customer support workflows, leveraging data-driven insights from tools such as Tableau, Looker, and Zendesk. • Partner with other managers and business stakeholders to improve support processes and enhance customer experience. • Contribute to strategic discussions regarding scaling operations, automation, and efficiency initiatives. • Participate in hiring and onboarding new Technical Support Engineers, ensuring the team is staffed with top talent. • Work with Workforce Management (WFM) teams to plan scheduling, staffing, and adherence to operational requirements. • Partner with internal key stakeholder teams to enhance the customer experience and escalate product-related concerns effectively. • Collaborate with internal stakeholders to surface key insights on customer needs, support trends, and operational challenges.

• Atender, registrar y realizar seguimiento a las incidencias reportadas por los puntos de venta. • Brindar soporte de primer nivel a aplicaciones corporativas, equipos de cómputo y comunicaciones. • Diagnosticar y resolver incidencias relacionadas con el sistema de Punto de Venta (POS). • Escalar oportunamente los casos que requieran atención especializada por parte de otras áreas de soporte o desarrollo. • Orientar a los usuarios en el uso adecuado de las aplicaciones y herramientas tecnológicas de la organización. • Realizar el seguimiento de tickets hasta su resolución y cierre, asegurando el cumplimiento de los niveles de servicio establecidos. • Mantener actualizada la documentación de incidencias, soluciones y procedimientos de atención.

• Handling customer technical support cases through telephone, webchat and email submission • Evaluating networking system and security systems through assessing compatibility of hardware with existing programs • Troubleshooting networks, switches, routers, and network performance issues • Maintain client confidence by keeping their information confidential • Update CRM tickets and manage escalations to the engineering team • Account maintenance of Deep Sentinel Customers. Including scheduled health checks and developing relationships with key clients • Serve as a liaison and act as an advocate for the customer between the customer and Deep Sentinel • Evening and Weekend availability is required