Sr Technical Support Analyst (Finance)
ACI Worldwide is looking to fill one Senior Technical Support Analyst position based out of its Elkhorn, Nebraska office located at 6060 Coventry Drive, Elkhorn, NE 68022 (may telecommute up to 100% of the time from home residence anywhere in the continental United States). Job Summary: Works within a team of experienced Technical Analysts to respond to client needs. Work independently as a single point of contact to coordinate and escalate for the resolution of client impacting incidents, requests, and questions. Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship during the lifecycle of a raised incident. Job Accountabilities: Own the client interaction, be the primary go-to for your assigned clients and/or cases. Build and maintain relationships with clients and maintain detailed knowledge of client specific applications and internal processes/procedures. Troubleshoot and resolve client reported issues/questions related to an assigned product. Lead troubleshooting conversations and investigations. Gather data/symptoms to test and replicate reported problems. Answer questions related to configuration and operation by testing and reviewing available client documentation. Consult and coordinate other team members' efforts to resolve client issues and questions promptly. Drive internal coordination to support clients for incidents, problem resolution, and long-term client remediation plans, initiate triage involvement/participation for critical incidents. Responsible for interfacing professionally with the client and internal partner teams (e.g., Project and Customer Success Managers, as well as Engineering teams) to report/resolve issues. Support Consumer Service Representatives (Call center agents) with any complex client inquiries received. Track client inquiries using an online case tracking system. Participate in audit activities related to the Incident Management process. Participate in after hours on-call support on a rotational basis. Perform other duties as assigned. Understand and adhere to all corporate policies to include but not limited to the ACI Code of Business Conduct and Ethics.
MINIMUM REQUIREMENTS: Bachelor's Degree in Computer Information Systems or a related field (one year of experience in the job offered or similar will substitute for one year of education toward a bachelor's degree; will also accept an educational equivalency evaluation prepared by a qualified evaluation service in accordance with 8 CFR 214.2(h)(4)(iii)(D)) and 5 years' experience in an IT-related occupation required. Experience must include the following specific skills and knowledge:
- 5 years' relevant experience in a client service capacity.
- Experience in Case Management systems (e.g., SalesForce and Jira).
- Coordinate with internal team members and oversee/lead large scale investigations.
- Post go-live support experience in a financial/payment environment.
- Proficient in SQL query skills.
- Proficient in Microsoft Office.
- Basic understanding of Payments Industry.
- Basic understanding of end-to-end Transaction Processing.
- Ability to participate in after hours on-call support on a rotational basis.
If you are a Colorado applicant :
The offered salary for this role, based in Colorado, is $108,181. The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. This role is also eligible to participate in the ACI Worldwide benefits: health care insurance, 401(k) retirement account, paid personal time off, paid parental leave.
*Current employees eligible for referral bonus as per company policy with regard to this position.
Apply online at www.aciworldwide.com Job ID (Requisition #16280) .
ACI Worldwide is an AA/EEO employer in the United States, which includes providing equal opportunity for protected veterans and individuals with disabilities, and an EEO employer globally.
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