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Job Information
Job title

Help Desk Tier 1 I

Company Axelon Services Corp
Wage between $0.00 - $0.00 Annually
Location United States, New Jersey, Jersey City
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel Not Specified
Published on 11/4/2009
Description
Title: Help Desk Tier 1 I
Location: Jersey City, NJ
Duration: 6 months

Description:
Need candidates with real banking cash management application experience.
We don't need pure technical support.
The candidate MUST be bilingual (Spanish and English)
The position requires shift flexibility (ie shifts may start as early as 7:30am est or as late as 12:30pm on a rotational basis, the 12:30 pm shift will need to work until 9:30pm).
The candidate must be flexible to work varying shifts.

Job Title: Helpdesk Agent for Customer Support US
Reporting to: Manager, Customer Support US (L1)
Location: Jersey City, New Jersey
Business Area: GTO; CIO PCB Cash & Trade Operations US Cash Operations
Customer Support Electronic Banking
Start Date: Immediate
Entrance level: No corporate title or Associate

Job Description:
OPS HVP US runs a global customer support and administration service with regional teams in Germany, Spain, Italy, France, Netherlands, Belgium, UK, US and Australia. The Customer Support units are responsible for the support of large corporate customers, multinationals and Financial Institutions using ClientCustomer Access Channels, such as Client-Direct Internet.

The tasks of the Helpdesk agent for Customer Support US comprise of the following:
Customer help desk, technical administration, and technical support for various local and global electronic banking products used by corporate, FI, as well as Trade and Custody customers.

The tasks of the Helpdesk agent include:
Helpdesk or Customer Support the following tasks to be carried out:
o Incidents/Queries handling - Customer problems received via call, email or fax are to be documented and tracked until closure. The types of incidents include technical, functional and operational issues.
o First level investigation, resolution and escalation Issues are to be investigated and resolved quickly. Issues that cannot be resolved will be escalated to Technical Support (L2).
o Other services This includes the planning and executing of customer trainings, installations, local file format testing.
o Documentation and reporting Workflow documentation and issue reports will be required upon assignment.
o Customer migration and piloting handling and management - This includes coordination with the various team in IT/Admin/Business lines to execute planned customer migration and piloting.
o Daily monitoring Basic system monitoring.
o Crisis management Follow the assigned tasks by manager whenever there is a system outage.

Qualifications Profile:
A. Support
A minimum of 1 years of work experience in a support area servicing customers is required.

The candidate must be familiar with:
Client call handling
Escalation and incident resolution workflows.
Communications to customer, business and branches. Business and IT language are a must.
Roles and responsibilities of the different participants in the support value chain.
Supporting tools such as Remedy, Mercury TestDirector, ACDs etc. and how to use the data eg for roster planning and call volume estimation.
B. Technical
Familiar with Internet application, terminology and architecture (Virtual Machines, Securities, Routers, Firewalls, Weblogic, Ldap, Webservers)
Sound knowledge of Internet browser configuration and OS (Windows 2000/XP, WinNT)
Windows Microsoft Office Tools (eg Excel, Ms Word, Ms Access)
C. Relevant banking/application knowledge
Strong in Client banking operations and in the following areas of banking business:
Cash Management (FI, Corp, formats (Swift, IDOC, Paymul), cut-off/value dates, single/multiple/urgent domestic or international payments, central bank reporting, etc.)
Account information (format of messages from Client, 3rd Party)
Liquidity Management (Cashpool, netting)
Trade Services (letter of credit)
Domestic Custody Services
Basic banking terms (accounts, beneficiaries, IBAN etc.)
Other banking applications, Back End interfaces such as clearing systems.
Since Customer Support US is part of a global team, banking and application knowledge in the US environment is mandatory, while AP and EU-specific knowledge is highly valued.
D. Personal
At least 2 years of working experience in the Banking or IT environment - out of them at least 1 year in customer servicing environment
Excellent communication skills both written and verbal
Excellent client relationship management skills
Capacity to adapt explanations and feedback to the audience is an outstanding requirement
Fluency in English; Spanish is desirable but not mandatory
Excellent analytical skills
Dynamic and flexible personality
Excellent team player, yet able to work independently
Solution oriented
Comfortable working in an International Environment
Able to work under pressure.
E. Education
Graduate from Engineering or Information Technology and/or Economics/Finance or comparable qualification.df-tc

Experience/Skills
See Above
 
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