Technical Customer Support Supervisor jobs in Maryland

Position: Client Technical Support Specialist

Location: Gaithersburg, MD - 3 days onsite

Are you looking for a growth opportunity for a reputable company with a positive work environment? Our client is looking for a Client Technical Support Specialist to join their team. Please contact us today to discuss this opportunity!

Job Qualifications:

• Ensure positive client experience through high quality service and communication
• Capture, update and maintain client contact information
• Respond to front-line client issues through research (ex. email research, KB, and peer assistance)
• Documentation of work flows and processes
• Provide client training as needed
• Trouble shoot and provide recommendations on design and categorization of tickets within HappyFox. Productize the organizational response and best practices.
• Document and update involved parties on incident status through service desk management system and all means of communications available
• Identify, diagnose and escalate situations requiring urgent attention
• Drive fix and provide an accurate resolution
• Manage files, databases and execute reports
• Provide support to internal teams
• Monitor file transfers
• Rotational on – call support outside of standard business hours
• Engage in continuous performance evaluation and training projects

Position Type and Work Schedule

This is a full-time position. Days and hours of work are Monday through Friday, with a schedule to be provided by your manager. This position regularly requires long hours and frequent weekend work.

Education and Experience

• Associate’s degree or equivalent business experience
• Two years of technical help desk support experience
• Relevant experience in the financial, banking or ACH payment processing industry is strongly preferred
• Strong reconciliation skills
• Demonstrated success in managing client needs and expectations
• Highly organized with experience in the documentation of work flows and process
• Proficient knowledge of Windows Operating Systems and Microsoft Office products
• Ability to read, develop or learn SQL query statements along with familiarity with XML and JSON file formats would be a plus