Customer Support Analyst I - #1336626

JOB SUMMAR Y: This position, under direct supervision, provides tier 1 level support for various FPI systems and basic troubleshooting assistance for all FPI systems. The candidate will work directly with our customers to provide tier 1 technology-based support and emphasize our commitment to analyze and resolve emerging issues within an established time frame.

Shift Hours: 9:00 am - 5:30 pm EST

ESSENTIAL FUNCTIONS:
Maximize customer productivity by
providing
high-quality support to customers via phone, e-mail, or
electronic requests

• within a designated service goal.
• Assign service issues to other team members, coordinate problem resolution, and implement changes according to established processes.
Maintains proficient know l edge of the tools, processes, procedures, and resources necessary to assist in problem determination and
• recovery.
Shares knowledge and information on FPI issues and resolutions by writing accurate documentation and gaining knowledge
• through experience.
Acts with the appropriate sense of urgenc y to address customer issues at a first-tier level and take the initiative to avoid end-user produ c
• tion impacts, ensuring unresolved problems are escalated appropriately.
Research support calls before they go out to developers which may require recreating the problem in a lab environment
• .
Maintains up-to-date working kno w ledge and understanding of all software applications used by owner associations and servi c
• es clients.

ADDITIONAL FUNCTIONS:
Contributes to increasing the team’s kno
w
ledge base by
providing
well-written solutions to common issues and educating end users

• .
Ensures unresolved problems are escalated appropriately
• .
Reinforce SLAs (Service Level Agreements) to manage end-users’ expectations
• .

OTHER DUTIES
:
This job description is not designed to cover or
contain
a comprehensive listing of activities, duties or responsibilities
required of
the employee for this job. Duties,
responsibilities,
and activities may change at any time with or without notice

QUALIFICATIONS:

• Ability to work independently, demonstrate a sense of urgency, and work well individually or in a group.
• Previous customer support experience in a technical or business application role I.e., help desk, banking, IT (Information Technology) consulting
• Strong listening, verbal, and written skills combined with a desire to resolve customer issues with a proactive approach and strong follow-up with an ability to handle multiple tasks in a fast-paced environment.
• Accountable, dependable with ability to have a Customer Centric focus.
• Comfortable with general computer hardware, software, web applications; knowledge of Microsoft Office products, including a working knowledge of Windows 10

PREFERRED:

• Previous experience or a degree in business administration, information systems, computing studies, IT, or other related fields.
• Understand Structured Query Language (SQL)
• Familiarity with support of applications such as nCino, and Salesforce and lending/banking software
• Good analytical and problem-solving abilities
• Ability to share learned knowledge so others may benefit.

WORK ENVIRONMENT: Typical noise levels for an open, cubicle-styled environment.

PHYSICAL DEMANDS : This position requires periods of standing, walking, and the use of computer equipment. Additional physical demands include, but may not be limited to, talking or hearing, push/pull, stooping, kneeling, reaching w/hands and arms, and lifting at least 10 pounds.

WORK AUTHORIZATION: Authorization to work in the United States is required.

REASONABLE ACCOMMODATION : Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

For over 25 years, Farm Credit Financial Partners, Inc. (FPI) has provided technology products and services to the Farm Credit System. We care deeply about the agricultural credit associations (ACAs) we serve through our mission of delivering trusted technology solutions to help American agriculture thrive. As a customer-owned service organization, we support ACAs from Maine to California with over 62,000 customer-members and over $40 billion in loan volume . Everyone here contributes to the success of our customers, and to the vibrant culture that makes FPI a great place to work. Throughout the year, you will find us having fun and jamming out to FPI’s band, coming together to support local charities, and celebrating our wins together.

We offer a robust benefits package that includes competitive earnings, hybrid and remote work options, tuition reimbursement, generous 401(k) matching, and development opportunities through company-sponsored trainings and certifications.

Come grow with us: financialpartners.com .

Farm Credit Financial Partners, Inc. is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, national origin, sex or gender, religion, pregnancy, marital status, status as a veteran, sexual orientation, gender identity, disability, or any other characteristic protected by law. EEO / AA / Minorities / Female / Disabilities / Veterans

#FPI