Helpdesk (Customer) Support Specialist

Job Title: Helpdesk (Customer) Support Specialist.

You agree to devote your full business time and attention to the affairs of Urban FT and to act faithfully and utilize all of your skills,

knowledge and experience to promote the interests of the Urban FT and its affiliates. You will

not assume additional employment obligations or be retained as a consultant or contractor to

any other business without the prior consent of Urban FT.

Responsibilities: You will be responsible for supporting the Company’s technical and

operational staff. Your key responsibilities and accountabilities will include:

• Provide remote Level 1-2 support to customers for remote deposit capture products, first

point of contact.

• Troubleshoot and repair ACH and X9 file formats using PowerShell and SQL Queries.

• Read, understand, and troubleshoot PowerShell scripts.

• Manage the transfers of files via FTP.

• Provide full desktop, mobile device, and admin support for internal staff.

• Perform web application update testing and document bugs appropriately.

• Solve problems by utilizing training, knowledge, tools, and analytical skills while on call

or processing a case

• Create, record, and resolve incoming requests for service.

• Document and maintain detail history of service tickets from start to finish.

• Answer queue calls on a regular basis.

• Provide a high degree of customer satisfaction, technical expertise, accuracy, and

timeliness.

• Alert management to recurring problems and large-scale issues.

• Respond to questions from callers; remotely assist clients with technology problems.

• Other duties as assigned by the Manager of Help Desk.

• Implementation of remote deposit software and client training

• You may be assigned additional responsibilities from time to time depending on the needs of the Company

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