Location
Remote (home-based), or Fintilect US Headquarters in Sandy, UT
Apply
Please send your resume to contact@fintilect.com and include the position title that you are applying for in the subject line.
Introduction
Fintilect specializes in building, hosting, and supporting information technology solutions for the credit union industry in the United States, and for the wider financial services sector internationally. Specifically, Home and Mobile banking, Account Opening, Internet Lending, Electronic Document Solutions as well as Branch Automation.
We are delivering new software products into one of the hottest software markets in Financial Services today: online & mobile banking and payments. Our platform is fully SOA, highly secure, high performance and scalable.
The primary responsibility of the Technical Support Analyst (Software) is to triage issues that are submitted via the phone and/or ticketing system:
- Resolves the issue(s), ideally without escalation.
- Escalates if / when appropriate.
- Follows up on outstanding issues to help ensure a timely resolution.
- Additional tasks could be added based on company needs.
Please note: The role holder will work shifts, including overnight, weekends, and federal holidays, with rotating on-call duties. Reports to: Director of Support
Main Duties
Key responsibilities and accountabilities:
- Provides 24/7 frontline support to the Company’s clients.
- Triages/Resolves new tickets and if needed escalates to the appropriate resource(s).
- Keeps Company management and project management team members informed of critical issues so they can be addressed immediately.
- Monitors critical processes to ensure they complete timely and as expected.
- Monitors system events and engages resources appropriately.
- Identifies trends and provides solutions to mitigate/eliminate issues recurring.
- Respects the sensitive nature of customer data and requests; keeps client data secure and private in line with Company / Industry standards.
- Follows policy, process and procedure regarding handling and access of environments containing client data.
Required Competencies and Responsibilities
Technical Expertise
- Understands multi-tier web-based software solutions and the trade-offs associated with developing to this technology set.
- Able to prioritize multiple requests according to both urgency and importance.
- Strong written and verbal communication.
- Able to query and interact with Microsoft SQL Server databases.
- Able to configure, review, and test software for desired functional results.
- Understands components of computer networks, VPNs, and Certificates.
Communication
- Provides regular status updates to customers.
- Resolves and/or escalates issues in a timely fashion.
- Understands how to communicate difficult and/or sensitive information tactfully.
- Participates in the documentation process and contributes to shared knowledge resources.
Teamwork
- Acknowledges and appreciates each team member’s contributions.
- Keeps track of lessons learned and shares those lessons with team members.
- Learns from own and others experience to ensure mistakes are not repeated.
- Right first time approach.
Client Management
- Develops lasting relationships with client personnel that foster client ties.
- Communicates effectively with clients to identify needs and evaluate possible solutions.
- Continually seeks opportunities to increase customer satisfaction and deepen client relationships.
- Able to understand and effectively communicate client opinions whilst representing the Company in a professional manner.
Staff Development
- Organized, detail oriented, self-starter, goal-oriented.
- Ability to work independently as well as in a team – works well and maintains a solid working relationship with developers, business analysts, testers, IT and project managers.
Internal Operations
- Suggests areas for improvement in internal processes along with possible solutions.
- Complies with and helps to enforce standard policies and procedures.
