Role Purpose :
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.
Major Job Functions :
Provide user account maintenance (add / delete / update) service for client
Serves as project coordinator for program scheduling and fulfillment.
Conducts final quality analysis on projects, reviewing accuracy of output.
Support implementation and testing of automation and process improvements
May participate and provide input to the design and testing phases of new projects
Client interaction will be based on email responses to client submitted tickets.
1-3 years of relevant experience in technical support.
Advanced oral and written English communication skills (B2+, C1).
Good organizational and project management skills.
Good customer service skills.
Good ability to work independently and in a team environment.
Good analytical and problem solving skills.
Good SQL scripting knowledge.
Basic to good Mainframe / SAS knowledge.
Basic knowledge of computer systems, networks and cloud based technology.
Basic understanding of systems capabilities, software platforms and processes.
Basic knowledge of PC office software tools.
Experience working with internal 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 preferred.
Proven previous job stability, including maintaining long-term work relationships with former employers.
Must be able to clear the company’s pre-employment screening.
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