Technical Support Analyst AgilLink

WHAT IS THE OPPORTUNITY?

The Agil Link Tech Support Analyst position is a client-facing position directly responsible for responding to client questions and requests for assistance. Such requests could include diagnosing Agil Link software issues and providing timely resolution. Successful analysts will understand how to use the Agil Link system properly, the needs of clients and how to properly align Agil Link settings and applications to meet those needs.

This position routinely uses remote connectivity tools to connect to client's desktop and diagnose issues. The Agil Link Tech Support Analyst position is also responsible for basic instruction and consultation with clients or other departments, as well as escalating to other levels or departments as directed.

• Respond to a variety of support requests (via phone, email, web chat, etc.) in a timely and professional manner.
• Identify, record, and elevate software issues to various parties, including Agil Link Product and Development teams.
• Advise business management firms in best practices and the most efficient use of the Agil Link software, including features such as system security, online banking integration, and document storage related to Agil Link.
• Identify training needs and recommend services to fill client knowledge gaps.
• Use remote connectivity tools to support client servers or computers using Agil Link software.
• Interface with product and development teams on critical system issues to provide status updates for clients and other Agil Link departments.
• Provide instruction to client’s IT contacts or Agil Link users, relative to the use and operability of the Agil Link system.
• Provide ad hoc or informal training to clients to support the use of the Agil Link system in conjunction with case management.

• H.S. Diploma
• Minimum 3 years of experience supporting users with Windows desktop applications.
• Minimum 3 years of experience in a customer service helpdesk environment.
• Minimum 1 year of experience in Accounting or Finance.

• General knowledge of banking products and their functions.
• Advanced ability to observe, document, and report ongoing client issues for resolution.
• Excellent interpersonal skills including telephone skills, verbal and written communication skills, active listening and customer care.
• Ability to communicate with sensitive, high-profile clients regarding computer systems essential to their business operations.
• Demonstrates expert level experience troubleshooting and resolving technical issues as they arise. Finds viable solutions to unexpected situations.
• Experience using remote connectivity and remote control software tools.
• Ability to work autonomously and be a self-starter. Able to organize & prioritize in a multi-task environment, meet deadlines without reminder.
• Strong knowledge of the Microsoft Office suite of products.
• Payroll systems e.g., ADP and Paychex.
• Preparation of 1099s (NEC, MISC, R, DIV, INT).
• Experience with Financial Accounting and Investment Brokerage Accounts.

Starting base salary: $28.58 - $45.66 per hour. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.

• Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date.
• Generous 401(k) company matching contribution.
• Career Development through Tuition Reimbursement and other internal upskilling and training resources.
• Valued Time Away benefits including vacation, sick and volunteer time.
• Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs.
• Career Mobility support from a dedicated recruitment team.
• Colleague Resource Groups to support networking and community engagement.

Get a more detailed look at our Benefits and Perks.

City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Unless otherwise indicated as fully remote, reporting into a designated City National location is an essential function of the job.