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Customer Support Analyst

  • ... Johnston, Iowa, United States
  • ... Full time
  • ... Salary: 57000 per year
  • Posted on: Feb 05, 2024       Expires on: Mar 21, 2024

Customer Support Analyst   

JOB TITLE:

Customer Support Analyst

JOB TYPE:

Full-time

JOB LOCATION:

Johnston Iowa United States

JOB DESCRIPTION:

As a Customer Support Analyst you will answer questions and resolve issues submitted by our financial institutions regarding the use of SHAZAM Core Services suite of products.
Our Customer Support Analysts recreate reported issues, perform extensive research, and test various scenarios on the system in order to find a resolution.
The resolution is documented in our ticket tracking system and occasionally a detailed software correction description is written and submitted to the Research and Development team.
Our Customer Support Analysts manage a large quantity of customer call tickets and have individual as well as departmental deadlines for the completion of tickets.

ACTIVITIES

  • Providing support for each of SHAZAM’s core applications including: CIS, Loans, Deposits, G/L, SDB, Teller, Share Holders, & Investments.
  • Providing support for various ancillary systems such as the graphical interface, Word Notice server, Passbook server, year-end processing and third party interfaces.
  • Providing support for Digital Banking (Internet Banking).
  • Providing technical assistance for hardware and OS issues when possible.
  • Providing assistance to the customer in using the SHAZAM core products to solve banking problems (example: out of balance issues).
  • Initiating programming problem tickets when appropriate.
  • Communicate proper expectations with the SHAZAM Core customers on problem resolution.
  • Participate being on the afterhours on-call rotation.

SELECTION CRITERIA

  • Minimum of two years banking experience, preferably with SHAZAM Core.
  • Demonstrated ability to recognize problems and react quickly.
  • Organized, detail oriented and dependable work habits.
  • Must be highly motivated and fully engaged with a commitment to high standards.
  • Excellent verbal and written communication skills.
  • Strong customer service skills required.
  • Ability to in a fast paced environment, to meet deadlines, to work overtime and/or be “on call” as needed.

Annual salary starting at $43,200 to $57,000*

  • Actual compensation will be based upon factors such as geographic location, experience, education, and/or skill level and will be finalized at the time of offer.

The Strength of SHAZAM

SHAZAM’s an independent company in the thriving financial services industry.
We offer a dynamic, fast-paced work environment where you'll be challenged and rewarded for your achievements.
Our employees’ professional growth and development is top priority, and you’ll be surrounded by talented individuals and postured to make a real difference in the company.
As a team member at SHAZAM, you’ll be an essential part of our mission as we work together strengthening community financial institutions.
We’re a trusted partner to our valued customers providing answers, choice and innovation with an impeccable level of customer service — a level unmatched in the industry.
And here’s the best part.
We’re a national company that offers a small-company feel, a cultural balance that’s hard to come by but very real at SHAZAM.
As an employee here, you’ll get to know everyone from the front line to the CEO, and be a part of a highly collaborative work environment.

Benefits

Join SHAZAM and be a part of a motivated and vibrant group of people.
We offer highly competitive salary packages and attractive benefits:

  • Comprehensive benefits package including medical, dental, and vision, plus flexible spending accounts

  • Retirement plan, plus financial planning assistance

  • Paid time off, paid parental leave, volunteer time off, and paid corporate holidays

  • Educational assistance

  • Casual dress

  • Wellness programs, on-site fitness center and fitness reimbursement

  • Life insurance and disability plans

  • Employee rewards, recognition programs and employee referral program

  • Flexible hours

  • Two Des Moines area facilities with secure building access and free on-site parking.
    (Johnston office is located in a greenbelt area).

AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER

PROTECTED VETERANS AND INDIVIDUAL WITH DISABILITY

Visa Sponsorship: This position is not eligible for sponsorship for work authorization by ITS, Inc.
Therefore, if you will require sponsorship for work authorization now or in the future, we cannot consider your application at this time.

If you believe you are receiving communications related to this position from someone other than SHAZAM, please email HumanResourcesGroup@SHAZAM.
net.
SHAZAM will not ask you to share financial information as part of the application process.

Position Details

POSTED:

Feb 05, 2024

EMPLOYMENT:

Full-time

SALARY:

57000 per year

SNAPRECRUIT ID:

S-1707372545-1bc1279530f926216aebae402acec37d

LOCATION:

Iowa United States

CITY:

Johnston

Job Origin:

jpick2

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As a Customer Support Analyst you will answer questions and resolve issues submitted by our financial institutions regarding the use of SHAZAM Core Services suite of products. Our Customer Support Analysts recreate reported issues, perform extensive research, and test various scenarios on the system in order to find a resolution. The resolution is documented in our ticket tracking system and occasionally a detailed software correction description is written and submitted to the Research and Development team. Our Customer Support Analysts manage a large quantity of customer call tickets and have individual as well as departmental deadlines for the completion of tickets.

ACTIVITIES

  • Providing support for each of SHAZAM’s core applications including: CIS, Loans, Deposits, G/L, SDB, Teller, Share Holders, & Investments.
  • Providing support for various ancillary systems such as the graphical interface, Word Notice server, Passbook server, year-end processing and third party interfaces.
  • Providing support for Digital Banking (Internet Banking).
  • Providing technical assistance for hardware and OS issues when possible.
  • Providing assistance to the customer in using the SHAZAM core products to solve banking problems (example: out of balance issues).
  • Initiating programming problem tickets when appropriate.
  • Communicate proper expectations with the SHAZAM Core customers on problem resolution.
  • Participate being on the afterhours on-call rotation.

SELECTION CRITERIA

  • Minimum of two years banking experience, preferably with SHAZAM Core.
  • Demonstrated ability to recognize problems and react quickly.
  • Organized, detail oriented and dependable work habits.
  • Must be highly motivated and fully engaged with a commitment to high standards.
  • Excellent verbal and written communication skills.
  • Strong customer service skills required.
  • Ability to in a fast paced environment, to meet deadlines, to work overtime and/or be “on call” as needed.

Annual salary starting at $43,200 to $57,000*

  • Actual compensation will be based upon factors such as geographic location, experience, education, and/or skill level and will be finalized at the time of offer.

The Strength of SHAZAM

SHAZAM’s an independent company in the thriving financial services industry. We offer a dynamic, fast-paced work environment where you'll be challenged and rewarded for your achievements. Our employees’ professional growth and development is top priority, and you’ll be surrounded by talented individuals and postured to make a real difference in the company. As a team member at SHAZAM, you’ll be an essential part of our mission as we work together strengthening community financial institutions. We’re a trusted partner to our valued customers providing answers, choice and innovation with an impeccable level of customer service — a level unmatched in the industry. And here’s the best part. We’re a national company that offers a small-company feel, a cultural balance that’s hard to come by but very real at SHAZAM. As an employee here, you’ll get to know everyone from the front line to the CEO, and be a part of a highly collaborative work environment.

Benefits

Join SHAZAM and be a part of a motivated and vibrant group of people. We offer highly competitive salary packages and attractive benefits:

  • Comprehensive benefits package including medical, dental, and vision, plus flexible spending accounts

  • Retirement plan, plus financial planning assistance

  • Paid time off, paid parental leave, volunteer time off, and paid corporate holidays

  • Educational assistance

  • Casual dress

  • Wellness programs, on-site fitness center and fitness reimbursement

  • Life insurance and disability plans

  • Employee rewards, recognition programs and employee referral program

  • Flexible hours

  • Two Des Moines area facilities with secure building access and free on-site parking. (Johnston office is located in a greenbelt area).

AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER

PROTECTED VETERANS AND INDIVIDUAL WITH DISABILITY

Visa Sponsorship: This position is not eligible for sponsorship for work authorization by ITS, Inc. Therefore, if you will require sponsorship for work authorization now or in the future, we cannot consider your application at this time.

If you believe you are receiving communications related to this position from someone other than SHAZAM, please email HumanResourcesGroup@SHAZAM.net. SHAZAM will not ask you to share financial information as part of the application process.

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