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  • Technical Support Analyst

    Job Locations US-Radnor
    Posted Date 3 weeks ago(6/25/2018 9:58 AM)
    Job ID
    # of Openings
    Information Technology
  • Overview

    Role Summary:

    We are seeking a Technical Support Analyst to join our expanding team in Radnor, PA.


    The candidate filling this role will be responsible for providing IT support requests for of our core “Bank as a Service” (BaaS) platform. The ideal candidate will serve as the first point of contact for all reported service incidents and requests. They will also be the liaison between internal/external customers and the Service Delivery team.


    BankMobile is reinventing banking by focusing on the unmet needs of millennial and underbanked consumers to provide frictionless and free banking with the full suite of financial products. We’re building a disruptive multi-partner distribution model, known as “Bank as a Service”, that places our innovative bank products in natural account opening moments as part of multiple startup banking brands. Our banking experience is built with a customer-centric digital-first model and requires industrial-strength financial technologies and innovation.


    To be successful in this role you should possess the following abilities:

    • Exhibits excellent technical support skills by handling requests promptly, identify solution and follow escalation procedures to ensure closure.
    • Focus on delivering quality customer support and aim to achieve overall customer satisfaction
    • Must be able to analyze and solve problems by investigating and finding solutions for tier 1 and 2 level support issues
    • Adheres to Service Delivery guidelines and procedures to deliver consistent high-quality customer service
    • Able to work under direct supervision to accomplish assignments that support team initiatives
    • Ability to work flexible hours as needed to facilitate release activities or support critical issues. Role may require to be on 24/7 rotation.


    Expected Outcomes:

    • Achieve customer satisfaction ratings above standard baseline  
    • Resolve all tier 1 and 2 level support issues
    • Respond to all incidents within SLA's and aid in meeting resolution-time SLA's by coordinating problem-solving across teams
    • Submit and complete at least one measurable continuous service improvement initiative per quarter


    Required Experience/ Qualifications:

    • Technical School Diploma or equivalent preferred
    • 3+ years in a Production Support role, Technical Application Support or similar
    • Programming skills (.NET, SQL and JavaScript) is a plus
    • Working knowledge of Dev/Ops practices is a plus
    • Working knowledge of ITIL or related Service Management framework is a plus
    • Experience with Incident Management tools in addition to Release/Change Management tools
    • Must have excellent communication, writing and organizational skills
    • Customer service orientated team player
    • Have worked in a fast pace customer centric environment
    • Experience with mission-critical enterprise systems is required and banking systems is a plus


    About BankMobile:

    Welcome to the banking revolution! Our mission is to make banking affordable, effortless, and financially empowering.  BankMobile, a division of Customers Bank, is the first mobile bank in the U.S. to offer a completely fee-free banking experience and uses innovative mobile technology to make banking enjoyable and seamless. The Bank is also committed to making each of its customers feel financially empowered through education (social media and blog content), access to a free financial coach and a personal banker. Through constant innovation, the establishment of the BankMobile Foundation, BankMobile is truly disrupting the banking space.


    BankMobile, a division of Customers Bank, will provide consideration for employment to qualified applicants without regard to their race, color, religion, national origin, sex, protected veteran status or disability.


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