Senior Client Support Manager

Right in the heart of the Silicon Prairie, D3 Banking Technology is headquartered smack dab in the middle of Omaha, Nebraska.  At D3 we utilize the latest technology to build a cutting-edge product for financial institutions.  Working with D3 is about more than a 401(k), relaxed dress code and free snacks (which are all included!), it’s about working in a collaborative environment and building a solution that impacts millions of people around the United States.

D3 Banking Technology provides a comprehensive set of digital banking solutions embedded with personal financial management tools built on a single platform that is accessible anytime, anywhere, from any device.  The D3 solution gives financial institutions the flexibility and control to engage more deeply with customers, increase retention, and cross-sell effectively.  Our clients are leading the way digital banking is personalized and delivered to end users.

D3 is searching for a Sr. Client Support Manager who will be responsible for providing client-centric, highly responsive, high-quality technical support on the D3 Banking Technology platform for D3’s partners and clients.  A Client Support Manager delivers effective technical support, case management reports and delivers solutions to both technical and non-technical end users.   The role is required to be on-call on a rotating basis throughout the year.

Responsibilities:

  • Take ownership of technical issues for external clients, and work with the appropriate internal teams to educate clients and resolve issues (i.e. work with the D3 development group to resolve more advanced D3 product issues when necessary)
  • Analyze client reported issues, recreating scenarios, reviewing logs and audits to resolve issues before engaging product or engineering resources
  • Conduct the appropriate research to identify and clearly understand the problem or issue
  • Resolve escalated client complaints without the need for team lead intervention
  • Document troubleshooting and problem resolution steps
  • Participate in providing documentation or training to clients as required
  • Own client issues from report to resolution, working closely with clients to understand the issue and proactively and efficiently resolve
  • Establish or follow prioritization processes to drive work, and have a sense of urgency about getting work completed
  • Escalate support cases and development issues to multiple departments
  • Detect and report trends to engineering and product teams
  • Leverage knowledge and client support best practices across the entire organization
  • Schedule, coordinate and facilitate client working sessions to mutually gain a complete understanding of a defect or enhancement requirements
  • Facilitate efficient communication between all stakeholders, including internal teams and clients

Ideal Qualifications:

  • Bachelor’s degree in related field or equivalent work experience
  • 5 years technical business analysis experience required  
  • Demonstrated experience in client interfacing roles
  • Solid understanding of Java development/coding knowledge is preferred
  • Database and troubleshooting experience is a plus
  • SQL query writing/reading experience preferred
  • Experience supporting mobile apps for both iOS and Android is preferred
  • Exceptional communication skills and the ability to organize, prioritize, and handle multiple responsibilities daily
  • Ability to work independently and among a small team
  • Experience working with third party client service or CRM systems such as Salesforce.com or others
  • Ability to lead innovative initiatives with attention to detail and high degree of accuracy
  • Demonstrated experience using computer applications, including data analysis tools, word processing, spreadsheet, and presentation software
  • Strong understanding of information technology concepts:  hardware, networking, internet, DNS, backup and recovery, user administration, compliance and security best practices
  • Strong complex problem-solving and troubleshooting skills
  • Self starter with ability to work in a fast-paced environment
  • Results and deadline driven

 

D3 offers a competitive salary, flexible hours, full benefits package and much more!

Apply Here!

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