sales-marketing customer service technical analyst

Customer Service Technical Analyst

Customer Service Technical Analyst II

As part of the Digital Customer Service team, you will provide support for customers that consumer are most innovative and digital natured products. Primarily this position will focus on Secure Remote Commerce (SRC), however cross training will afford you to become familiar with: MDES, Push Payments, Wallet and several more products on the Digital Platforms. You will provide operational and technical support for customers analyzing a wide variety of issues, determine needed actions, and follow through to resolution. Interact with customers to provide information in response to inquiries about products or services and handle and resolve customer issues via telephone and electronic communications (e-mail/chat/SMS).

Major Accountability

Serve as end to end contact regarding customer inquiries into the team

Utilize all tools effectively and efficiently: including Avaya, Service Cloud, Remedy, as well as utilizing Knowledge Management systems

Utilize all assets and L2 to L3 teams necessary to provide an enjoyable customer experience

Collaborate with others in support of products, processes and problem resolution.

Establish priority of work, escalate within our team means and provide suggestions for improvement

Create documentation and training material for utilization with others and to build a knowledge management repository


Basic college education or equivalent work experience with emphasis in business, finance or information technology

Knowledge / Experience

Customer service experience preferred

Thorough knowledge in the field

Internal Candidates should be very familiar with Authorization


Must display a team oriented nature

Must display intellectual curiosity

Must be willing to research and explore without all parts of the puzzle



Reviews customer issues logs, proposes initial enhancements and assists in problem resolution, including escalating advanced issues

Analyzes, troubleshoots, and pulls code and data to solve customer inquiries; uses a combination of available tools and individual knowledge

Guides customers through training documents; may provide alternative solutions

May provide guidance to less experienced team members

Manages smaller project/initiatives as an experienced individual contributor with specialized knowledge within assigned discipline

Provides technical and domain support to internal consultation process to answer technical questions and explain technical concepts

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