What are the responsibilities and job description for the Technical Support Analyst I AgilLink position at City National Bank?
TECHNICAL SUPPORT ANALYST I AGILLINK
WHAT IS THE OPPORTUNITY?
The AgilLink Tech Support Analyst position is a client facing position directly responsible for responding to client questions and requests for assistance. Such requests could include diagnosing AgilLink software issues and providing timely resolution. Successful analysts will understand how to use the AgilLink system properly, the needs of clients and how to properly align AgilLink settings and applications to meet those needs. This position routinely uses remote connectivity tools to connect to client's desktop and diagnose issues. The AgilLink Tech Support Analyst position is also responsible for basic instruction and consultation with clients or other departments, as well as escalating to other levels or departments as directed.
AgilLink Division
This is an exciting opportunity to be part of a fintech software affiliate of City National Bank. As a member of the AgilLink team, you will service the needs of family offices, business managers and sport management firms that offer bill pay and client accounting. Our secure bill pay and specialized cloud accounting solution incorporates document management, approval workflow, investment data integration and online banking.
This is an exciting opportunity to be part of a fintech software affiliate of City National Bank. As a member of the AgilLink team, you will service the needs of family offices, business managers and sport management firms that offer bill pay and client accounting. Our secure bill pay and specialized cloud accounting solution incorporates document management, approval workflow, investment data integration and online banking.
What you will do
- Respond to a variety of support requests (via phone, email, web chat, etc.) in a timely and professional manner.
- Identify, record, and escalate software issues to various parties, including AgilLink Product and Development teams.
- Advise business management firms in best practices and the most efficient use of the AgilLink software, including features such as system security, online banking integration, and document storage related to AgilLink.
- Identify training needs and recommend services to fill client knowledge gaps.
- Use remote connectivity tools to support client servers or computers using AgilLink software.
- Interface with product and development teams on critical system issues to provide status updates for clients and other AgilLink departments.
- Provide instruction to client’s IT contacts or AgilLink users, relative to the use and operability of the AgilLink system.
- Provide ad hoc or informal training to clients to support the use of the AgilLink system in conjunction with case management.
Must-Have*
- H.S. Diploma
- Minimum 3 years of experience supporting users with windows desktop applications.
- Minimum 3 years of experience in a customer service helpdesk environment.
- Minimum 1 years of experience in Accounting or Finance
Skills and Knowledge
- General knowledge of banking products and their functions.
- Advanced ability to observe, document, and report ongoing client issues for resolution.
- Excellent interpersonal skills including telephone skills, verbal and written communication skills, active listening and customer care.
- Ability to communicate with sensitive, high-profile clients regarding computer systems essential to their business operations.
- Demonstrates expert level experience troubleshooting and resolving technical issues as they arise. Finds viable solutions to unexpected situations.
- Experience using remote connectivity and remote control software tools.
- Ability to work autonomously and be a self-starter. Able to organize & prioritize in a multi-task environment, meet deadlines without reminder.
- Strong knowledge of the Microsoft Office suite of products.
- Payroll systems e.g., ADP and Paychex
- Preparation of 1099s (NEC, MISC, R, DIV, INT)
- Experience with Financial Accounting and Investment Brokerage Accounts
Compensation
Starting base salary: $28.58 - $45.66 per hour. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.
*To be considered for this position you must meet at least these basic qualifications
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Benefits and Perks
At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues. Get an inside look at our Benefits and Perks.
INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT
City National Bank is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other basis protected by law.'
City National Bank is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other basis protected by law.'
ABOUT CITY NATIONAL
We start with a basic premise: Business is personal. Since day one we've always gone further than the competition to help our clients, colleagues and community flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues to be at the heart of our company today. City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies.
Salary : $29 - $46
