The Product Support/Payment Processing Analyst II facilitates the resolutionof external customer inquiries or incidents by answering questions,evaluating, and researching the issue, and performing incidentisolation, resolution, and follow-up. This position will also assist othermembers of the team with resolving more difficult issues using advancedproduct knowledge and experience.

　　Essential Job Functions

　　Perform in-depth troubleshooting and review on intermediate call types with afocus on resolving issues within the services desk.Coordinate with operational and programming teams to aide in furtherescalation of issuesOwn and manage external customer incidents for the entire lifecycle of theincident.Maintain contact with the customer throughout the entire incident lifecycle,communicating status and resolution to ensure customer satisfaction.Gather incident details and record those details in the tracking systemincluding incident description, customer information, product or servicesaffected, business impacts, workflow, and subsequent severity level.Escalate customer incidents when unable to resolve within the service desk.Serve as a resource to and provide SME assistance for Analyst I and partnerson intermediate complexity calls.Assist with special projects and short-term ad-hoc assignments.May serve as a point of contact during major/minor software release periods.Identify software release related issues and provides release documentationand information.

　　Education

　　Bachelor or Associate degree in Business or equivalent education/experience

　　Experience

　　3-5 years' experience in a client or customer support role3 -5 years' experience performing payment/ financial transaction processing.Prior experience working in the International Service Desk preferred, butnot required.Ability to interpret and translate technical terminology.Successful completion of the SSC Training Life Cycle upon hireProven knowledge and success at issue managementDemonstrated experience with issues of significant customer impact andmanaging resolution of issues with various levels of teams from multipleorganizations.Possess strong written and verbal communication skills.Ability to use a personal computer with proficiency with Microsoft Officeapplications.Ability to read, write, speak, and understand the English language in abusiness environment.

　　#LI-Remote

　　Position Pay Range:

　　This range represents the low and high end of the salary range for thisposition. Actual salaries will vary based on factors including but not limitedto geographical location and experience.$23.40-$37.43

　　This role is eligible for a bonus opportunity.

　　Location(s):United States Remote