What are the responsibilities and job description for the Technical Support Analyst position at eMoney Advisor?
Description
The Technical Support Analyst acts 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
Skills
The salary range for this position is $54,000 - $70,000; commensurate salary to be determined based on skills, professional background and expertise. This position is also eligible, pursuant to applicable eMoney policies, for the annual bonus program, retirement contributions, health insurance, sick leave, parental leave and paid time off.
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.
Salary : $54,000 - $70,000
