Technical Support Analyst - SME & Client Advocate

Infinite; Berkeley Heights, Northern (NJ, KY); Hybrid; USD 48,000 - 72,000; Full time

Job summary

Infinite in Berkeley Heights, NJ seeks a Client Services professional to provide 2nd tier support, answer inquiries, and diagnose complex technical issues. You will mentor associates, represent Client Services in meetings, and support high-value clients with product knowledge.

You will report to the office Monday-Friday, be on-call when needed, and work 8am-9pm EST, contributing to change initiatives and client satisfaction.

Qualifications

• 3-5 years of equivalent combination of education and experience.
• Advanced written and verbal communication skills.
• Customer-oriented approach to handing client calls.
• Ability to handle escalated conversations with stakeholders.
• Knowledge of the credit union/financial services industry.
• Ability to explain complex technical concepts clearly.

Responsibilities

• 2nd tier support for clients and associates; escalation contact for internal associates and clients.
• Answer incoming client inquiries - phone calls, cases, etc.
• Troubleshoot, diagnose and resolve complex functional technical and/or operational problems.
• Mentor and coach other associates; train new associates.
• Represent Client Services in project meetings.
• Provide consultative support to high-value clients.
• Attain knowledge of all products within a designated domain.

Skills

Client focus

Communication

Results oriented

Leadership

Industry knowledge

Technical knowledge

Customer service

Job description

Infinite in Berkeley Heights, NJ seeks a Client Services professional to provide 2nd tier support, answer inquiries, and diagnose complex technical issues. You will mentor associates, represent Client Services in meetings, and support high-value clients with product knowledge.

You will report to the office Monday-Friday, be on-call when needed, and work 8am-9pm EST, contributing to change initiatives and client satisfaction.