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Truist Treasury Solutions Client Support Technical Specialist in Orlando, Florida

Req ID: R0069316

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Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

This position is responsible for the second level technical support of complex Treasury Solution applications and services. The primary goal is to provide a best-in-class client experience in resolving clients’ issues and recommending best practices and solutions. This role requires expert knowledge of applications, file formats, communications channels, departmental processes and procedures, both within and outside of Treasury Solutions. The technical specialist works with various stakeholders in the organization including Product Management, Sales, Client Onboarding, Maintenance, and other teams involved in the support, development, testing, and implementation of new releases, system enhancements, and work-around, as needed to support our clients. The senior specialist collaborates and communicates effectively with stakeholders and partners in working towards solutions for client requests/incidents. The teammate acts with appropriate sense of urgency, a high degree of professionalism, and minimal supervision. This role reports directly to the Treasury Solutions Client Support Manager.

Essential Duties and Responsibilities

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

Diagnose and resolve complex technical issues for Treasury products with precision and urgency.

Listen thoroughly, gather necessary information, and employ analytical and critical thinking skills when addressing, resolving and/or escalating client inquires.

Own and monitor problem escalation tickets/cases on technical and product issues.

Contact clients when working on escalated issues to validate needed information and to support them through implementation of solutions.

Document client interactions in an accurate and timely manner via specified case management tool.

Support internal partner inquiries regarding client interactions with treasury services.

Provide second level support in problem resolution related to file transmission protocols, file formats, and computer security software.

Maintain proficiency in field of expertise by staying current with supported Treasury products, and/or gaining specialized expertise for complex Treasury products.

Provide input into the team knowledge base and support documentation. Contribute to other client services documentation and processes. Assist with updates to documentation and training materials for internal and external users.

Participate as needed in project meetings to provide feedback as well as gain insight into workarounds or solutions to client issues. These meetings may include but are not limited to: client meetings where technical support is needed, upcoming upgrades or products, providing feedback on existing products/service offerings, vendor meetings, and command centers for application migrations.

Work directly with vendors and internal product specialists to troubleshoot, test, and resolve client issues to ensure that all products and services work as expected for clients.

Ensure quality by understanding and adhering to Truist’s service standards, service level agreements, and consistently identifying and implementing opportunities for improvement.

Provide subject matter expertise on one or more of the supported Treasury applications.

Provide extended hours or on-call technical support to clients, as needed.

Qualifications

Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High school diploma or equivalent.

Two years of relevant banking experience, 5 years of technical experience troubleshooting and coordinating with multiple resources to resolve issues.

Must be able to work independently, be well organized, versatile, display good time management skills and able to accept multiple time sensitive responsibilities in a sometime high pressure environment, maintaining composure and a positive attitude.

Ability to manage daily activities in a fast-paced, changing environment.

Excellent written and verbal communication skills supporting a highly professional image with the ability to communicate professionally over the telephone or in person, as well as the ability to write business correspondence as needed.

Demonstrated proficiency in current browser and office software applications including, but not limited to, Microsoft office 2000+, Windows OS 7,8,10+, MAC OSX 10.11+, Google Chrome, Mozilla Firefox, Safari, and MS Edge.

Experience with various anti-virus, anti-malware, and other computer security software.

Ability to travel as needed.

Preferred Qualifications:

Bachelor’s degree in business related field

A+ Certification or equivalent work experience

Certification in one of the following: Customer Service Management (CCSM) or Certified Treasury Professional (CTP).

Truist supports a diverse workforce and is an Equal Opportunity Employer who does not discriminate against individuals on the basis of race, gender, color, religion, national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Drug Free Workplace.

EEO is the Law Pay Transparency Nondiscrimination Provision E-Verify

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