Client Service Analyst
Every day, the people of TSYS and Netspend improve lives and businesses around the globe through payments. We make it possible for millions of people to move money between buyers and sellers using our payments solutions including credit, debit, prepaid and merchant services. We are People-Centered Payments, and our team has the unique opportunity to help create a world in which payments make people's lives easier and better. This is both a tremendous honor and an important responsibility for those who accept the challenge. If you are looking to make a valuable difference for people everywhere and for yourself we may have the right place for you.
Summary of This Role
Provide accurate and timely technical information, advice, and assistance regarding the organization's product and services. Respond to inquiries from clients; understand their technical questions, assess their needs, and suggests or promote solutions that may include alternative products or services. Undertake research and develop proposal to new solutions to solve technical problems and follow-up on the status of outstanding issues. Use databases or other computerized systems to maintain up-to-date documentation.
What Part Will You Play?
Develops extensive knowledge base of the industry, system, module and product, and uses that information to assist the client.
Facilitates complex client inquiries and conducts research to solve issues within established Service Level Agreements and methodologies. Responsible for resolving client (and multi-client) issues in accordance with the Issue Resolution Methodology. Includes clarifying impact with clients, validating through internal research, facilitating technical interactions, tracking issue status, validating corrective actions and communicating the resolution to the client. Primary contact with the client to either resolve client's issue or define client's problem for subsequent action.
Facilitates calls with technical, account management, vendors and/or the client when necessary, and updates issue tracking systems, while keeping the client informed.
Analyzes and evaluates client initiated changes, including options maintenance requests, through client consultation about best practices and internal research. Prepares/makes recommendations to clients on solution options. May perform maintenance on accounts. Verifies system changes made and ensures the outcome is accurate.
Maintains client relationships through accurate and timely communication. Establishes credibility through knowledge of systems and product functionality. Understands client's business needs and objectives and identifies opportunities to promote new products and services. May provide consulting about upcoming system enhancements.
Interprets basic to complex technical client issues and project requests. Determines root cause analysis and identifies technical changes needed. Translates for internal teams and stakeholders. Advocates for the client within TSYS while striving to meet the needs of both parties.
Leads client training on specified modules or products, as required.
Develops functional requirements and specifications to support client customization or system changes to include coding scripts and writing macros.
What Are We Looking For in This Role?
Minimum Qualifications
Bachelor's Degree and 1 year related industry experience or 4 years related industry experience in lieu of degree.
Includes consulting with clients to meet business needs
Strong working knowledge of Excel, Word, and Outlook
Credit Card, Payments, or Banking industry background
Excellent problem solving skills. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in own area of expertise.
Effective written and oral communication skills
Excellent multi-tasking ability
Self-motivated
Not Ready to Apply? Join Our Talent Community!!
US Applicants:
TSYS is an equal opportunity employer (EOE) committed to employing a diverse workforce and sustaining an inclusive culture. For more information about your rights, click here.
Qualified individuals with disabilities may be entitled to reasonable accommodations to assist in their pursuit of employment with TSYS. This includes assistance in completing the job application (online or otherwise) and reasonable accommodations during the hiring process. For assistance with reasonable accommodations needed to apply for a job, please contact the TSYS Pay and Benefits Center between 8 a.m. and 7 p.m. Eastern Monday-Friday at +1.706.644.8747 or +1.877.644.8747 or email at PayandBenefits@tsys.com.
EOE/Minorities/Females/Vet/Disability
Outside of US Applicants:
TSYS is committed to diversity and equal opportunities for everyone. We are committed to ensuring that all job applicants and team members are treated equally, without discrimination because of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, age or any other characteristic prohibited by law. For more information, please refer to our Code of Business Conduct and Ethics, found here.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
Summary of This Role
Provide accurate and timely technical information, advice, and assistance regarding the organization's product and services. Respond to inquiries from clients; understand their technical questions, assess their needs, and suggests or promote solutions that may include alternative products or services. Undertake research and develop proposal to new solutions to solve technical problems and follow-up on the status of outstanding issues. Use databases or other computerized systems to maintain up-to-date documentation.
What Part Will You Play?
Develops extensive knowledge base of the industry, system, module and product, and uses that information to assist the client.
Facilitates complex client inquiries and conducts research to solve issues within established Service Level Agreements and methodologies. Responsible for resolving client (and multi-client) issues in accordance with the Issue Resolution Methodology. Includes clarifying impact with clients, validating through internal research, facilitating technical interactions, tracking issue status, validating corrective actions and communicating the resolution to the client. Primary contact with the client to either resolve client's issue or define client's problem for subsequent action.
Facilitates calls with technical, account management, vendors and/or the client when necessary, and updates issue tracking systems, while keeping the client informed.
Analyzes and evaluates client initiated changes, including options maintenance requests, through client consultation about best practices and internal research. Prepares/makes recommendations to clients on solution options. May perform maintenance on accounts. Verifies system changes made and ensures the outcome is accurate.
Maintains client relationships through accurate and timely communication. Establishes credibility through knowledge of systems and product functionality. Understands client's business needs and objectives and identifies opportunities to promote new products and services. May provide consulting about upcoming system enhancements.
Interprets basic to complex technical client issues and project requests. Determines root cause analysis and identifies technical changes needed. Translates for internal teams and stakeholders. Advocates for the client within TSYS while striving to meet the needs of both parties.
Leads client training on specified modules or products, as required.
Develops functional requirements and specifications to support client customization or system changes to include coding scripts and writing macros.
What Are We Looking For in This Role?
Minimum Qualifications
Bachelor's Degree and 1 year related industry experience or 4 years related industry experience in lieu of degree.
Includes consulting with clients to meet business needs
Strong working knowledge of Excel, Word, and Outlook
Credit Card, Payments, or Banking industry background
Excellent problem solving skills. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in own area of expertise.
Effective written and oral communication skills
Excellent multi-tasking ability
Self-motivated
Not Ready to Apply? Join Our Talent Community!!
US Applicants:
TSYS is an equal opportunity employer (EOE) committed to employing a diverse workforce and sustaining an inclusive culture. For more information about your rights, click here.
Qualified individuals with disabilities may be entitled to reasonable accommodations to assist in their pursuit of employment with TSYS. This includes assistance in completing the job application (online or otherwise) and reasonable accommodations during the hiring process. For assistance with reasonable accommodations needed to apply for a job, please contact the TSYS Pay and Benefits Center between 8 a.m. and 7 p.m. Eastern Monday-Friday at +1.706.644.8747 or +1.877.644.8747 or email at PayandBenefits@tsys.com.
EOE/Minorities/Females/Vet/Disability
Outside of US Applicants:
TSYS is committed to diversity and equal opportunities for everyone. We are committed to ensuring that all job applicants and team members are treated equally, without discrimination because of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, age or any other characteristic prohibited by law. For more information, please refer to our Code of Business Conduct and Ethics, found here.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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