• Provide telephone, email, and support to internal and external customers
• Document/Update all support cases
• Assign case numbers to customer support calls or emails.
• Monitor all open cases and ensure that each client is updated on the progress of the case.
• Assign technical or functional problems that cannot be resolved to the appropriate internal person and function for resolution. 
• Follow up with internal staff to ensure issues are resolved.
• Work with other ADS resources to resolve system deployment/implementation-related issues
• Communicate issues to the QC department and Software/Hardware development teams. 
• Support the ADS QC department in the testing of new software and hardware releases as requested.
• Provide input and analyses on systems functionality and aid in the planning of new requirements.
• Provide input to improve product documentation and training

Skills: Customer Support Skills, Case Management, Case Assignment and Monitoring, Issue Resolution Coordination, Collaboration and Teamwork, Quality Control and Testing, Systems Analysis and Planning, Documentation and Training Support

• Providing guidance and support on treasury management systems, to accurately represent the customers’ business needs.
• Providing accurate and considered analysis of issues along with appropriate solutions to meet the customers’ requirements.
• Focusing on driving down the number of outstanding customer issues and assisting with the maintenance of support performance metrics.
• Creation of System Fault and Functional Specifications as part of the client support including planning, documentation and execution of supporting test cases.
• Planning, performing and documenting testing of new and existing functionality to defined specifications/requirements.
• Supporting customers post-go-live and providing support to implementation projects.
• Assisting the drive to improve client focus to increase client satisfaction.
• Providing ad-hoc support to the Professional Services, Account Management and Pre-sales teams.
• Providing key support to inbound/outbound users of the platform to resolve customer issues and requests within strict Service Level Agreements.
• Answering questions from customers about the features and capabilities of the product.
• Escalating complex issues to the appropriate internal team member with clear handover comments.

Skills: Client Needs Analysis, Problem-Solving and Resolution, Performance Metrics Management, Technical Documentation and Specification, Testing and Quality Assurance, Post-Implementation Support, Cross-Functional Support, Service Level Management

• Get an in-depth understanding of products in order to provide end-to-end support to clients
• Act as the main point of contact within a support team for external clients by providing accurate and efficient first and second level support to clients.
• Resolve incoming inquiries via support portal in ticketing tool
• Provide comprehensive information to third-level support teams for ticket resolution and always ensure that the client receives a timely and professional response
• Assist clients get the most out of products to drive adoption and retention
• Monitor product usage and provide clients and colleagues with in-depth analysis and insights
• Collaborate with partners and providers and perform regular checks to ensure data quality
• Challenge the way we do things and help us to constantly improve service
• Proactively share knowledge by writing end-user and internal documentation
• Contribute to the continuous improvement of the support processes and the platform

Skills: Client Relationship Management, Technical Support Proficiency, Analytical Skills, Communication and Documentation, Product Expertise, Collaboration and Partnership, Continuous Improvement, Problem-Solving

• Develop an extensive working knowledge of how clients utilise systems and why
• Have the tenacity to drive tickets to full resolution.
• Monitor tickets for responses and age, and follow up with clients where appropriate.
• Proactively check in with clients raising high volumes of tickets.
• Ensure that the helpdesk is well organised, that tickets are tagged, and responded to and that preliminary investigation is efficiently done, well within SLAs.
• Answering client phone calls to offer support verbally, and/or help clients raise tickets.
• Help identify gaps in documentation to add to knowledge base, based on recurring support queries.
• Provide any required post-onboarding training to clients.
• Escalate tickets to the necessary department and manage customer communications where necessary.
• Monitor and utilise Live Chat tool to help customers with general queries.
• Due to the growth and nature of the company and its services, this role is likely to evolve and the Client Support Analyst would be expected to adapt quickly.

Skills: Client Systems Knowledge, Problem Solving and Tenacity, Ticket Management, Proactive Client Engagement, Helpdesk Organization, Verbal Communication Skills, Documentation and Knowledge Base Management, Training and Development

• Analyzing and responding to B2B support requests from client base.
• Raising tickets and monitoring the progress of tickets, escalating internally
• Contribute to ticket prioritisation discussions, representing the clients’ interests internally.
• Compiling client service report activities and metrics reports, includes reporting same information to Management.
• Providing an inbound customer response service via the telephone, e-mail and the web.
• Providing proactive key account management to promote the eSuite service and ensure a high standard of customer satisfaction
• Ensuring client service level agreements are met on a daily basis in terms of inbound call handling and service request fulfillment.
• Liaising with various internal departments to ensure all data and customer-related information is accurate.
• Working with the team to help design improvements, add value to the solution, and produce both customer-facing and internal documentation in line with company standards.
• Participating in continual service improvement activities to add value to the services provided to customers.
• Configuring MaxComply for clients against requested regulatory and business processes requirements.

Skills: Customer Support Expertise, Ticket Management, Client Relationship Management, Reporting and Metrics, Multi-channel Communication, Key Account Management, SLA Adherence, Cross-functional Collaboration

• Experience in commercial loan processing and documentation, and/or legal
• Experience in complex problem-solving.
• Ability to work as a team member across business lines.
• Computer proficiency with MS Word, Outlook and Excel
• Good human relations and communication skills and ability to exercise good judgment. 
• Know about diversified production agriculture and livestock enterprises. 
• Experienced in understanding complex loan and organizational structures.
• Experienced in loan documentation including the perfection of liens primarily on crops, livestock, inventory, machinery, real property, and real estate in assigned territory.
• Satisfactory completion of RAF compliance training and other courses assigned.
• Great customer service and communication skills. 

Qualifications: BA in Information Systems with 3 years of Experience

• Strong attention to detail and accuracy.
• Ability to multi-task and adapt to change quickly.
• Strong interpersonal skills and highly organized and efficient.
• Experience in using Microsoft office suite including Word, Excel, Teams etc.
• Understanding of portfolio setup, trade lifecycle and familiarity with operations support functions.
• Experience working with Aladdin a plus and/or Accounting to custodian reconciliations and drive discrepancies to resolution, or similar.
• Experienced in setup and administrative support of student Scheduling, Grading, Attendance, Special Programs, Health.
• Experience in maintaining confidentiality of privileged and sensitive data.
• Able to work independently in a fast-paced customer service environment without requiring immediate supervision
• Ability to follow procedures and documentation in problem resolution.
• Ability to rapidly diagnose production issues.

Qualifications: BS in Computer Science with 4 years of Experience

• Experience in a customer-facing role, preferably as a technical support analyst or consultant.
• Experience working in an educational setting, within the State of Texas preferred
• Experience with troubleshooting SaaS applications.
• Experience with SQL, Freighter, and/or relational databases.
• Experience using SalesForce and/or Netsuite.
• Proven strong written and verbal communication skills.
• Experience with Frontline Education self-service options for clients.
• Experience with automatic job scheduling and workload automation.
• An understanding of the Public Education Information Management System (PEIMS) as it relates to Student Information Systems.
• An understanding of the Student Attendance Accounting Handbook (SAAH)

Qualifications: BA in Business Administration with 2 years of Experience

• Ability to communicate effectively in writing and verbally with tact and diplomacy with a positive style.
• Ability to work alongside highly dedicated staff in a dynamic environment as part of a team.
• Strong application troubleshooting skills along with organizational skills.
• Analytical thinking and the ability to understand complex problems quickly
• A high commitment to providing excellent client support.
• Detail-oriented and self-motivated; ability to operate with little to no supervision.
• Ability to effectively prioritize and execute tasks in a fast-paced environment.
• Strong written and verbal communication skills.
• Ability to interface with individuals at all levels within an organization in a professional manner, and strive to maintain constructive working relationships.
• Good working knowledge of Microsoft Office software suite, and an aptitude to learn new software packages.

Qualifications: BS in Customer Service Management with 4 years of Experience

• Experience with call center software or/or Salesforce is desired
• Knowledge of Windows, and Microsoft Office.
• Demonstrates excellent written and verbal communication skills
• Able to explain technical information to a non-technical audience; 
• Ability to diagnose basic to intermediate technical issues involving software applications and interfaces
• Solid organizational skills including attention to detail and multi-tasking skills to meet deadlines; 
• Ability to multi-task between several critical customer situations at the same time. 
• Ability to complete assigned tasks under stressful situations.
• Maintaining a helpful attitude; 
• Able to work collaboratively and cooperatively in a team environment. 
• Ability to work with cross-functional teams.

Qualifications: BA in Communications with 2 years of Experience