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Client Support Analyst I, II, or Senior
Columbus, GA US
Accounting & Finance
Client Support Analyst I, II, or Senior
Title: Client Support Analyst I, II, or Senior Location: GA-Columbus Other Locations:
Position is 3 day work week, 12 hour shifts from 6pm-6am. Schedules are Sunday - Tuesday, & Wednesday -Friday with one Saturday per month. and they rotate quarterly.
Summary Acts as the initial interface point for ALL TSYS internal/external clients on a 24 X 7 basis. Functions as the first line of contact with the client to either resolve client's problem during first contact or define client's problem for subsequent action. Coordinates the problem solving effort with various TSYS departments, while keeping the client informed and updated on a regular basis. Acts as a liaison between system experts and the client. Ensures methodology is followed and standards are met while tracking all issues and maintaining appropriate documentation. Consults with the internal client to make system changes or enhancements.
Responsibilities Under close/extensive supervision develops system or module knowledge and becomes familiar with department practices, procedures, and methodologies. Handles a variation of activities from tracking production jobs through the JHS system, receiving external/internal calls from clients and team members on issues and status thereof to include resolving short term issues or defining the client problem for subsequent action, within a time frame of 24 hours or less. To providing project support for OMR requests, Bank Control changes via manual input to macro runs. Participates in client meetings and assists in research and fact finding and in preparing proper documentation. Develops internal and external contacts and attends internal meetings as well as initiates meet-me-lines for issue resolution when needed. May escalate problems using defined processes to higher management levels.
Education/Experience for Level I Four year college degree and no professional experience or 2 or more years professional experience. Appropriate TSYS experience is preferred. Education/Experience for Level II Four year college degree and 2 or more years professional experience or 4 or more years professional experience. Appropriate TSYS experience is preferred. Education/Experience for Senior Level Four year college degree and 4 or more years professional experience or 6 or more years professional experience. Appropriate TSYS experience is preferred.
Teamwork · Cooperates in a team environment · Demonstrates initiative · Develops a service awareness · Develops a job knowledge Adaptability · Portrays a positive attitude · Flexible; adjusts to change · Ability to follow direction · Accepts supervision/guidance · Complies with Company standards/policies/procedures Communications · Asks for help/seeks advice · Listens well/utilizes information · Shares ideas and information · Displays professionalism in both conduct and dress · Develops rapport with customers · Develops correspondence skills · Quality minded Skills and Competencies · Good oral and written communication skills · Basic PC skills · MicroSoft Word · MicroSoft Excel · Lnotes · Develops basic knowledge of TSYS organization · Excellent customer service skills · Ability to think analytically · Basic research skills · Basic problem resolution skills · Basic industry knowledge · Develops assigned system or subsystem knowledge · Basic project management skills · Develops a knowledge of applicable mainframe applications · Familiarity with MIS · Familiarity with IRM methodology Organization · Attends to detail · Manages time productively · Multitask oriented Working Conditions · Normal Office environment Decision Making · Participates in the decision making process and acts quickly to carry out decisions · Demonstrates effective problem solving skills · Practices confidentiality