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Job title

Help Desk Tier 2 II

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 10/9/2009
Description
Job Title: Help Desk Tier 2 II
Location:Jersey City, NJ
Duration: 6 months


The candidate needs to be technical with a banking background.
Spanish speaking is not mandatory, but is a desirable skill.
The candidate must speak and write English clear and concisely.

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 Client Global Customer 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: q 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: q Client call handling q Escalation and incident resolution workflows. q Communications to customer, business and branches. Business and IT language are a must. q Roles and responsibilities of the different participants in the support value chain. q 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 q routers, firewalls, Weblogic, Ldap, Webservers) q Sound knowledge of Internet browser configuration and OS (Windows 2000/XP, WinNT) q Windows Microsoft Office Tools (eg Excel, Ms Word, Ms Access) C.A.Relevant banking/application knowledge Strong in CLIENT banking operations and in the following areas of banking business: q Cash Management (FI, Corp, formats (Swift, IDOC, Paymul), cut-off/value dates, single/multiple/urgent domestic or international payments, central bank reporting, etc.) q Account information (format of messages from CLIENT, 3rd Party) q Liquidity Management (Cashpool, netting) q Trade Services (letter of credit) q Domestic Custody Services q Basic banking terms (accounts, beneficiaries, IBAN etc.) q 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.B.Personal q At least 2 years of working experience in the Banking or IT environment - out of them at least 1 year in customer servicing environment q Excellent communication skills both written and verbal q Excellent client relationship management skills q Capacity to adapt explanations and feedback to the audience is an outstanding requirement q Fluency in English; Spanish is desirable but not mandatory q Excellent analytical skills q Dynamic and flexible personality q Excellent team player, yet able to work independently q Solution oriented q Comfortable working in an International Environment q Able to work under pressure. E.C.Education Graduate from Engineering or Information Technology and/or Economics/Finance or comparable qualification.

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Experience/Skills
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