Client Support Representative - Financial Services

Job DescriptionDo you have a background in Customer Support? Do you love troubleshooting software and solving complex problems? Are you an excellent communicator? Do you enjoy helping customers?We are a Financial Services company looking for candidates with extensive knowledge of financial institution operations to join our Client Support Team.Duties/ResponsibilitiesAnswer, evaluate, and prioritize incoming telephone, voicemail, e-mail, and in person requests for assistance from users experiencing trouble with software, networking and other computer related technologiesDocument and analyze client suggestions and complaints to improve product design; provided work-around solutions when possibleEnsure customer satisfaction; promote and maintain positive customer relations by providing educational assistance to customers with the goal of resolving customer problemsAccept responsibility for, coordinate and track problems to a resolution/conclusionInterview user to collect information about problem and leads user through diagnostic procedures to determine source of errorDetermine whether problem is caused by software, hardware, printers, and browsersLog and track calls using issue tracking softwareEncourage a friendly and caring atmosphere, responding to client concerns and complaints in a professional and courteous mannerOther duties and responsibilities as requiredThe above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.Skills/RequirementsMust have a strong technical backgroundAbility to quickly learn and apply technical, operational and process information Innovative problem solving abilitiesA broad understanding of financial productsWorking knowledge of Microsoft Office ProductsExcellent communication skills; both written and verbalExcellent strategic and analytical thinking skillsPossess a neat, punctual, positive, proactive and professional work ethicMust be able to travel 20% of the timeCompany DescriptionIBT is an industry-leading financial services software firm, established in 1999. We are headquartered in Cedar Park, Texas with locations in Des Plaines, Illinois and Denver, Colorado. We develop and host a suite of software solutions that allow our clients to provide a complete menu of innovative banking services to their customers.