Candescent is the largest non-core digital banking provider. We bring together the transformative technologies that power and connect account opening, digital banking and branch solutions for banks and credit unions of all sizes on any core. Our Candescent solutions power the top three U.S. mobile banking apps and are trusted by banks and credit unions of all sizes.
We offer an extensive portfolio of industry-leading products and services with an extensible ecosystem of out-of-the-box and integrated partner solutions. In addition, our API-first architecture and developer tools enable financial institutions to optimize and expand upon their existing capabilities by seamlessly integrating custom-built or third-party solutions. And our connected in-person, remote and digital experiences reinvent customer service across all channels.
Self-service configuration and marketing tools give financial institutions greater control of their branding, targeted messaging and overall user experience. And data-driven analytics and reporting tools provide valuable insights to help drive continued growth and profitability. From conversions and implementations to custom development and customer care, our clients get expert, end-to-end support at every step.
Job Description
The Senior Care Analyst is passionate in creating delighted clients, responsible for providing client centric, highly responsive, and high-quality technical support for Candescent software products. The Senior Care Analyst delivers effective technical client support to our growing client base, delivering solutions to both technical and non-technical end users. The role is generally assigned to work with specific customers to have a deep understanding of the customer s environment and functionality.
Essential Job Functions:
Takes ownership of technical issues for external clients, and work with the appropriate teams to enlighten clients and resolve issues (e.g. works with our Development group to resolve more advanced NCR D3 product issues when necessary).
Resolves escalated client complaints without the need for team lead intervention.
Documents, troubleshooting and problem resolution steps.
Participates in providing documentation or training to clients as required.
Own client issues from report to resolution working closely with clients to proactively and efficiently resolve issues.
Escalates support cases and development issues to multiple departments.
Detects and reports trends to engineering and product teams.
Leverages knowledge and client support best practices across the entire organization.
Schedules, coordinates, and facilitates client working sessions to mutually gain a complete understanding of a defect or enhancement requirements.
Knowledge, Skills & Abilities
Successful completion of a full 4-year course of study in an accredited college or university leading to a bachelors or higher degree; OR appropriate combination of education and experience.
3-5 years relevant experience required.
Demonstrated experience in delighting clients and mentoring team members.
Proven excellent, clear and effective communication skills and the ability to handle multiple responsibilities at once.
Ability to work independently and among a small team.
Work experience with and a good understanding of third party client service or CRM systems such as Salesforce.com or others.
Ability to lead innovative initiatives with attention to detail and high degree of accuracy.
Work independently or as part of a team and follow through on assignments with minimal supervision.
Demonstrated experience using computer applications, including data analysis tools, word processing, spreadsheet, and presentation software.
Software product or technical troubleshooting and root cause analysis experience.
Development, data base use, and/or query writing experience is preferred.
Strong understanding of information technology concepts: hardware, networking, internet, DNS, backup and recovery, user administration, compliance and security best practices.
Ability to demonstrate fundamental product knowledge of core features within 6 months.
Ability to demonstrate fundamental industry business knowledge within 6 months.
Offers of employment are conditional upon passage of screening criteria applicable to the job.
EEO Statement
Integrated into our shared values is Candescent s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. Candescent is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at Candescent has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies
To ALL recruitment agencies: Candescent only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, Candescent employees, or any Candescent facility. Candescent is not responsible for any fees or charges associated with unsolicited resumes.
