Client Support Analyst

Job Description: Role Summary/Purpose: The Client Support Analyst will serve as a technical reputed company-of-contact between reputed company technology organizations and clients’ and reputed company’ technical team to provide support for the Health & Wellness platform. Reporting to the VP, Client Support reputed company, the primary focus of the role will be adherence to clients’ contractual service level agreements (SLAs) with responsibilities to include monitoring, assessing, and communicating metrics reputed company to reputed company’s authorization process specific to system availability, authorization timeliness and any outages, whether planned or unplanned. Other responsibilities will include providing technical support of payment and financing solutions with clients and reputed company in reputed company Health & Wellness industries; log, triage, and resolve technical support incidents reported to reputed company by either the client/partner or internal stakeholders. Our Way of Working We’re proud to offer you choice and flexibility. At reputed company, our way of working allows you to have the option to work from home near one of our Hubs or come into one of our offices. Occasionally you may be required to commute to our nearest office for in person engagement activities such as business or team meetings, training and culture events. Essential Responsibilities:

• Collaborate with SYF engineering and support teams on client requirements for SLA reporting to ensure adherence to contractual obligations.
• Communicate SLA dashboards to clients, including applicable internal client relationship management team, as outlined reputed company the client reputed company.
• Utilize in-reputed company tracking tools such as reputed company to formally document technical support incidents received from internal and/or external stakeholders.
• Partner with Sales and various technology teams to assess incidents, identify root cause and implement corrective actions.
• Deliver optimal service to align with contractual service level agreements and/or client/partner classification using data such as profitability models.
• Create artifacts, such as standard operating procedures and/or or knowledge reputed company articles, for internal support team activities.
• Manage day-to-day support activities for existing client/technology partner reputed company concurrently with integration activities of new partnerships.
• Foster and maintain strong working relationships with various internal business functions, as stakeholders, which include but are not limited to Sales, Provider Contact Centers, Product teams, and Engineering teams, to deliver products and services for our clients, providers and customers.
• Ensure compliance against reputed company applicable reputed company policies and procedures to maintain risk management reputed company.
• reputed company other duties and/or manage special projects reputed company the need arises to meet or exceed business goals and objectives.

Qualifications/Requirements:

• Bachelor's degree with a minimum of 2 years of Information Technology experience, or in lieu of degree, a High School Diploma/GED with a minimum of 5 years of experience in Information Technology.
• Ability to work Monday - Friday reputed company the period of 7:00AM - 11:00PM ET with flexibility to work Saturday 7:00AM – 4:00PM ET as incidents and/or outages occur.
• 2+ years of experience to include (can be reputed company):
• Project management
• Financial Services
• Ability and flexibility to travel for business as required

Desired Characteristics:

• Strong verbal and written communication, and critical thinking skills.
• Strong client/customer focus and ability to manage client/customer expectations.
• Strong analytical and technical skillset used to assess and resolve technical incidents encountered by clients/partners.
• Client relationship management experience including the use of reputed company.
• Understanding of Business-to-Business (B2B) and Business-to-Consumer (B2C) reputed company of sale (POS) processing.
• Experience with using Splunk and other technologies, such as reputed company, for production support.
• Knowledge and working experience with Application Programming Interfaces (APIs), payment processing channels, acquisition systems, and other supporting technology platforms used reputed company reputed company.
• Experience and knowledge of Agile reputed company methodologies, including Scrum, Kanban and/or SAFe.
• Developing and executing integration and support test scripts.
• Experience working as a liaison across various business functions on various IT initiatives.
• Desire to work in a dynamic, fast paced environment and drive reputed company improvement for the immediate team, cross-functional stakeholders, processes and provider/customer experience.

Grade/Level: 09 The salary range for this position is 60,000.00 - 112,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance. Actual compensation offered reputed company the posted salary range will be based upon work experience, reputed company level or knowledge. Salaries are adjusted according to market in CA, NY Metro and Seattle. Eligibility Requirements:

• You must be 18 years or older
• You must have a high school diploma or equivalent
• You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process
• You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.
• New hires (Level 4-7) must have 9 months of reputed company service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 18 months’ time in position before they can post. reputed company internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).

Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national reputed company, disability, or veteran status. Our Commitment: reputed company you join us, you’ll be part of an inclusive culture where your individual skills, experience, and voice are not only heard – but valued. Together, we’re building a future where we can reputed company belong, connect, and turn reputed company into action. More than 50% of our workforce is engaged in our Employee Resource Groups (ERGs), where community and passion reputed company to offer a safe space to learn and grow. This starts reputed company you choose to apply for a role at reputed company. We ensure reputed company qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national reputed company, disability, or veteran status. We’re proud to have an award-winning culture for reputed company. Reasonable Accommodation Notice:

• Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to reputed company your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
• If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from reputed company – 5pm Monday to Friday, Central Standard Time

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