Technology Support II - Client Services

Join a dynamic team shaping the tech backbone of our operations, where your expertise fuels seamless system functionality and innovation.

As a Technology Support II team member in the Commercial & Investment Bank, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement.

Job responsibilities

• Serve as the escalation point of contact, leveraging strong product knowledge to support the Payments Solution Center, Service teams, and other internal partners, with a particular focus on Managed File Transfer Services
• Provide direct assistance to our Client Onboarding and Service Solution Center analysts, addressing complex questions and escalations via phone, email, and chat.
• Present research, options ,and explanations directly to our external clients via video conferencing tools such as Zoom and Microsoft Teams
• Act as a point of contact during Major Incidents, collaborating with the Global Incident Management team and other partners to communicate client, product, and helpdesk impacts
• Communicate with senior leadership regarding Incidents and priority client issues
• Represent the Payments Solution Center in meetings with clients and internal partners, including client calls, business reviews, root cause analysis (RCA) discussions, and project meetings
• Analyze service cases and collaborate with stakeholders to prevent potential escalations and recurrence of previous issues.
• Contribute expertise to the development of new support documentation, along with updating existing documentation
• Collaborate on future work streams to add additional Solution Center support teams within the Solution Center Escalations team

Required qualifications, capabilities, and skills

• 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Strong Oral and Written Communication
• Strong meeting facilitation and influencing skills
• Strong Problem-Solving Skills/Critical Thinking Skills/Decisive and Detail Oriented
• Understanding of Corporate Treasury Management, Payment Processing, and Reconciliation
• Working knowledge of Microsoft Operating System and Office Suite
• Able to Effectively Multi-Task in a fast-paced environment , with effective Time Management and Organizational Skills
• Demonstrates technical fluency and an ability to learn and understand new technical concepts and products

Preferred qualifications, capabilities, and skills

• Fluency in a 2nd language (Spanish)
• Experience working with Client Relationship Management tools
• Experience working in Digital Channels connectivity, with an understanding of concepts including SFTP, PGP, AS2, ISO 20022 , and Partner Key Management
• Experience working in the Banking/Fintech Industry, with an understanding of concepts including ACH, FedWire, Real Time Payments, and Cash Reporting