Position Summary: The Support Analyst will support team members on multiple internal systems enabling them to confidently service our clients. The position will also support setup on SFTP submissions and provide initial support. The position will coordinate the intake of support issues, provide initial review, and re-route to appropriate teams for resolution.
Essential Duties & Responsibilities
Coordinate intake from business requests for internal support, triage, and routing.
Troubleshoot support issues to determine the appropriate path to resolution.
Follow up on support items to meet agreed SLAs. Escalate as required for resolution.
Coordinate SFTP setups with client and third parties.
Provide internal and external tier one troubleshooting for SFTP.
Provide details on SFTP process for internal and external needs.
Provide user resources including FAQs and knowledgebase articles or additional training for reported items as appropriate.
Develop and maintain strong relationships with internal partners across the business, technical and enterprise teams.
Performs other duties as assigned.
Experience & Education
1-2 years of support and/or service experience in a fast-paced work environment.
Factoring or transportation industry experience is nice to have.
High School Diploma or GED required.
Skills & Abilities Required
Passion for Support, Customer Service, User Experience, and Operational Excellence.
Ability to multi-task and stay focused at high levels of productivity.
Analytical mindset for troubleshooting issues.
Must be a team player and build good working cross functional relationships.
Excellent verbal and written communication skills.
The work environment characteristics described here may be encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Moderate noise (i.e., business office with computers, phone, and printers, light traffic).
Ability to work in a confined area.
Ability to sit at a computer terminal for an extended period of time. Occasional stooping or kneeling may be necessary.
While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear and use hands and fingers to operate a computer keyboard and telephone.
Specific vision abilities are required for this job due to computer work.
Light to moderate lifting is required.
Regular, predictable attendance is required.