Technical Support Analyst

Description

Act as liaison between Engagement and the development teams who built and own the various technologies.  This role communicates the problems and resolutions between our internal technical teams and the outward facing Engagement staff.  Organizing and tracking technical issues from submission to resolution.  

Job Description

•    Research and resolve cases elevated to Technical Support queue

•    Be the main point of contact for resolving technical issues with our various integration partners.  Work with appropriate development teams to help them resolve issues

•    Act as liaison between Engagement and the technical support groups such as QA, DSS, development teams and Operations to resolve issues in a timely manner

•    Lend support to various groups within Engagement via phone conferences, webexes, and office visits

•    Lend assistance to phone staff through coaching, training, and conference calls

•    Review coding specs as needed to ensure system is working by design or that an issue needs to be elevated

•    Help create training documents as needed

•    Provide training to Engagement and other relevant groups on common integrations and other technical services

•    Coach staff to analyze basic technical issues to enhance efficiency of service

•    Submit and follow bugs as necessary

•    Report on Status of Known Issues to appropriate management and team members to keep them up to date

•    Foster continued learning by proactively providing Engagement with relevant technical updates

•    Be the main point of contact for all technical questions that arise from Engagement, Sales, Training, and Marketing

•    Alert Operations when application is experiencing problems

•    Contact users to update them on fixed items or provide timelines for fixed items

•    Field all questions regarding eMoney for Outlook

•    Test/research escalated issues on a daily basis 

•    Responsible for supporting clients via emergency support for a 24/7/365 rotation schedule

Requirements 

•    Bachelor Degree or equivalent work experience

Skills 

•    Have knowledge of most aspects of the application

•    Be knowledgeable on the technical variances between EMA and its enterprise partners.

•    Proficient in Microsoft Office and Salesforce

•    Strong research capabilities in reviewing and resolving complex issues

•    Ability to keep an even temperament with agitated callers

•    Ability to communicate complex issues in an understandable manner to all customers

•    Ability to handle multiple tasks/assignments in an efficient manner

•    Organized and highly motivated self-starter

•    Excellent verbal and written communication skills

•    Must demonstrate a strong sense of urgency and adhere to turnaround time expectations

At eMoney Advisor, our mission is to help people talk about money. Founded in 2000, it’s the only wealth management system that offers transparency, security, mobile access, and superior organization. Our award-winning, web-based services and resources are designed to amplify advisors' value to their clients. Today, we serve more than 109,000 financial professionals and support over 6 million end clients.

At eMoney, we create and nurture a culture that values diversity and inclusion, which enables our employees to thrive and do their best work. Different ideas, perspectives, and backgrounds inspire a stronger and more creative work environment that delivers better results.

eMoney is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.