Position Description

Customer Support Analyst
Location Des Moines, IA
Job Code 515
# of openings 1
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As a Customer Support Analyst you will answer questions and resolve issues submitted by our financial institutions regarding the use of SHAZAM Core Services suite of products.  Our Customer Support Analysts recreate reported issues, perform extensive research, and test various scenarios on the system in order to find a resolution.  The resolution is documented in our ticket tracking system and occasionally a detailed software correction description is written and submitted to the Research and Development team.  Our Customer Support Analysts manage a large quantity of customer call tickets and have individual as well as departmental deadlines for the completion of tickets.

ACTIVITIES

  • Providing support for each core or platform application including: CIS, Loans, Deposits, G/L, SDB, Share Holders, Teller and New Accounts.
  • Providing support for various ancillary services and systems such as the third party interfaces.
  • Providing technical assistance for hardware and OS issues when possible.
  • Providing assistance to the customer in using the Cardinal Core system to solve banking problems (example: out of balance issues). 
  • Initiating programming problem tickets when appropriate.
  • Communicating realistic expectations with the Cardinal Core customers on problem resolution and providing exceptional communication until resolution

SELECTION CRITERIA

  • Minimum of three years banking experience, preferably with Cardinal Core.
  • Working knowledge of IBM iSeries (AS/400) is a plus
  • Demonstrated ability to recognize problems and react quickly.
  • Organized, detail oriented and dependable work habits.
  • Must be highly motivated and fully engaged with a commitment to high standards/zero defect mindset.
  • Excellent verbal and written communication skills.
  • Strong customer service skills required.
  • Ability to in a fast paced environment, to meet deadlines, to work overtime and/or be “on call” as needed.

The Strength of SHAZAM

SHAZAM’s an independent company in the thriving financial services industry. We offer a dynamic, fast-paced work environment where you'll be challenged and rewarded for your achievements. Our employees’ professional growth and development is top priority, and you’ll be surrounded by talented individuals and postured to make a real difference in the company. As a team member at SHAZAM, you’ll be an essential part of our mission as we work together strengthening community financial institutions. We’re a trusted partner to our valued customers providing answers, choice and innovation with an impeccable level of customer service — a level unmatched in the industry. And here’s the best part. We’re a national company that offers a small-company feel, a cultural balance that’s hard to come by but very real at SHAZAM. As an employee here, you’ll get to know everyone from the front line to the CEO, and be a part of a highly collaborative work environment.

Benefits

Join SHAZAM and be a part of a motivated and vibrant group of people. We offer highly competitive salary packages and attractive benefits:

  • Comprehensive benefits package including medical, dental, and vision, plus flexible spending accounts
  • Retirement plan, plus financial planning assistance
  • Vacation, sick leave, volunteer time off, and paid holidays
  • Educational assistance
  • Casual dress
  • Wellness programs, on-site fitness center and fitness reimbursement
  • Life insurance and disability plans
  • Employee rewards, recognition programs and employee referral program
  • Flexible hours
  • Two Des Moines area facilities with secure building access and free on-site parking. (Johnston office is located in a greenbelt area).

AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER

PROTECTED VETERANS AND INDIVIDUAL WITH DISABILITY

Visa Sponsorship: This position is not eligible for sponsorship for work authorization by ITS, Inc. Therefore, if you will require sponsorship for work authorization now or in the future, we cannot consider your application at this time.

If you believe you are receiving communications related to this position from someone other than SHAZAM, please email HumanResourcesGroup@SHAZAM.net. SHAZAM will not ask you to share financial information as part of the application process.

If you’re interested in this position, click the Apply Now button below to apply online.

 

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