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Technical Account Specialist Senior

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Customer Service
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211014 Requisition #

 

The role of Technical Account Specialist Senior is to provide onboarding support for Ascend platform, Tier 2 support, escalation management, project management and services to improve overall client experience on Ascend products and services. Client interactions would progress from standard troubleshooting to overall solution recommendations.

  • Acts as primary technical liaison for the client, sales teams and other internal personnel in pre-sales consulting and project execution.
  • Assesses client business requirements, positions company products and solutions.  Identifies new business opportunities and shares information with internal and external clients.
  • Identifies project and/or process issues and implements solutions to ensure adherence to deadlines and specifications.  Recommends systemic modifications to improve processing efficiency.
  • Supports other team members by reviewing programs and documentation and making technical adjustments as necessary.
  • May mentor and train new team members. Advises other team members regarding complicated project issues.
  • Coordinate data loading requirements of Ascend clients
  • Client interaction will involve web/phone troubleshooting on issues that does not have documented troubleshooting guides.
  • Strong oral and written communication skills.
  • Good presentation skills
  • Strong organizational and project management skills.
  • Advanced customer service skills.
  • Strong ability to work independently and in a team environment
  • Basic mentoring skills
  • Strong analytical and problem solving skills.
  • Advanced knowledge of computer systems, networks and cloud based technology
  • Strong understanding of systems capabilities, software platforms and processes.
  • Strong knowledge of PC office software tools.
  • Intermediate troubleshooting skills
  • Experience working with internal customers and external customers
  • Basic understanding of the US banking, lending, and credit industries.
  • Knowledge of consumer credit policies, procedures and regulations highly preferred
  • Knowledge of Experian products and systems preferred

Bachelor Degree in Computer Science, Information Systems, or Management Information Systems; or equivalent certifications and experience

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