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This position serves as the first point of contact for technical support inquiries from high-revenue clients in Latin America, specifically Brazil. The role involves acting as a proficient technical liaison, providing support for treasury, cash management, card, and depository products operated through the bank's electronic platform. The candidate will be responsible for analyzing and resolving technical requests, working with internal partners, and supporting the implementation or conversion of business systems.
Job Responsibility:
Serve as the initial contact for technical support inquiries from clients via email and phone
Analyze and determine the appropriate handling and resolution for technical requests related to various banking products
Provide technical systems and software support for modification, implementation, or conversion of business systems
Act as a liaison between the business unit and software, hardware developers, and vendors
Translate business needs into formal Business Requirements deliverables
Participate in the design, development, and implementation of complex applications
Interface with clients to provide training, education, and support
Manage and prioritize tasks effectively in a fast-paced team environment
Requirements:
Minimum 1-2 years of experience in the banking or financial industry
At least one year in a customer-facing role
Experience with technical support is preferred
Proficiency with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
Ability to navigate multiple computer systems while interacting with customers
Fluency in both English and Portuguese is required for speaking and writing
Nice to have:
An IT degree or substantially equivalent experience
A minimum of 3 years of experience with technical support or banking services
Proficiency in Spanish
What we offer:
Medical, dental, vision, life, disability, and other insurance plans
ESPP (employee stock purchase program)
401K program with company match after 12 months
HSA (Health Savings Account on the HDHP plan)
SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
Corporate discount savings program
On-demand training program
Access to certification prep and a library of technical and leadership courses/books/seminars after 6+ months