eOriginal Customer Service Technical Specialist in Baltimore, Maryland
As a member of the Customer Services team, the Customer Service Technical Specialist is accountable for providing excellent customer service through the eOriginal Help Desk. The Customer Service Technical Specialist is an expert in the eOriginal product suite and uses this expertise to respond to customer inquiries and to troubleshoot and remediate reported customer issues. This is a direct interaction, customer-facing role spanning break/fix cases to consultative services.
The role is based in our Baltimore, Maryland headquarters.
Accountabilities • Actively engages with requests to eOriginal support, via phone, email or other methods • Recognizes business impact of reported issues, applies appropriate severity and other classifications to issues, and responds to requests within eOriginal service level agreement commitments. • Ensures ownership of the request and is accountable for communicating regular and timely status updates to all involved parties • Performs troubleshooting and root cause analysis activities for reported issues through review of account configurations, application logs, java stack traces, and data queries. • Identifies remediation strategy for the resolution of configuration or workflow-based issues, escalating to dev-ops for additional remediation strategy support as necessary • Escalates requests for work prioritization as necessary to ensure customer satisfaction and stability • Records all interactions accurately and completely in real-time using the eOriginal request tracking system • Completes all requests via root-cause resolution identification, with additional resources as necessary • Enters all time worked on a request using the eOriginal request tracking system • Participates in after-hours on-call rotation to take and respond to after-hours support calls within eOriginal service level agreement commitments • Identifies and delivers new support knowledge trainings monthly • Creates and communicates new knowledge articles • Performs other tasks as assigned
Responsibilities • Maintains the confidentiality of eOriginal and customer information • Communicates effectively to both business and technical stakeholders • Professionally represents eOriginal in all written and verbal communication and deliverables • Builds confidence in the eOriginal organization and the business benefits and integrity of its products and services • Maintains required technical/professional knowledge; keeps abreast of current developments and trends in area of expertise, including eOriginal product enhancements • Maintains an organized approach and meets or exceeds agreed upon time and quality standards for end work product • Maintains working knowledge of all support procedures and toolsets • Identifies comprehensive recommendations to resolve problems and implement process improvements • Effectively troubleshoot customer workflows related to their business model independently • Utilizes available tools to identify and troubleshoot software related issues encountered via a web interface and/or database-level issues • Ability to resolve software-related errors resulting in a root-cause resolution workplan and/or escalation process for senior software engineers • Ability to translate product changes into potential issues prior to reports from customers • Deliver efficient support interactions resulting in the best usage of support resources
Qualifications • Bachelor’s degree in Computer Science, Information Systems or related discipline and/or equivalent work experience • Development experience using web services, XML, SQL, and Java or other object-oriented language • Strong understanding of N-Tiered architecture and relational database concepts • Strong interpersonal skills to work effectively in a high-paced team environment • Demonstrated strong written and verbal communication skills • Demonstrated analytical and troubleshooting skills • Demonstrated ability to plan and organize work processes, manage priorities and meet commitments and deadlines; multi-task and manage time well • Ability to easily comprehend and troubleshoot new and complex business and technical concepts • Takes independent action to achieve goals; is self-directed and driving, but cooperates with others to share information, resolve issues and achieve goals • Effectively uses information technology; demonstrates a passion for learning new technical skills and business workflows. • Experience in Fin-Tech industry preferred.