About the role

Support Analyst providing frontline customer support for Central 1's financial services. Responsible for managing client inquiries and ensuring timely resolutions within established SLAs.

Responsibilities

Provide frontline customer support by responding to client inquiries through phone, email, ticketing systems, and fax.
Fulfill routine service requests and manage assigned incidents to ensure timely resolution and excellent client service.
Escalate more complex issues to Support Analyst 2 or technical teams when needed.
Meet established service level agreements (SLAs).
Manage service requests, change requests, and other client support needs through the tracking system.
Monitor requests to ensure timely and efficient resolution while meeting SLAs.
Act as a client advocate by working with operational and technical teams to resolve service issues and support the successful implementation of changes.
Collaborate with Payments and DBPX support teams on technical and operational issues, as well as new or upgraded products.
Provide clients with information and guidance on new products and services.
Recommend improvements to systems and processes to enhance the efficiency and effectiveness of client support.
Maintain up-to-date knowledge of products, applications, and Central 1’s hosting environment, including updating support documentation and wiki procedures.
Perform additional duties as needed to deliver exceptional client service and support Central 1’s business goals.

Community college diploma in Computer Science, Business Administration, or a related discipline with an IT focus (or equivalent combination of education and experience)
Minimum 3 years of relevant customer service experience, preferably within financial services
Strong knowledge of client support service principles, methodologies, tools, and techniques
Ability to gather information, diagnose, and analyze technical and non-technical issues
Capable of providing effective solutions and support to clients as required
Well-developed analytical, problem-solving, organizational, and time management skills
Strong verbal and written communication skills with clients, technical teams, and colleagues
Ability to work within schedules and adapt to changing priorities and business needs
Excellent customer service and interpersonal skills.

Work-life flexibility
Hybrid work environment
Variable annual incentive plan
Generous annual vacation allotment
Top-notch flexible benefits plan including family building and gender affirmation
Retirement Plan, matched contributions at 6%
Access to a learning platform and educational assistance support
Access to a virtual wellness platform
Career development opportunities
Wellness Flex Fund to support personal interest and activities
Day off to volunteer in your community and other paid time off options
Corporate discounts *subject to employment agreement