Support Engineer

Overview

Data Bank is a growing, thriving company full of smart, motivated people. Our 550+ employees are a tightly-knit, super-focused and incredibly dedicated team. We work hard, and we re passionate about our business and customers. One of our primary goals is to provide a challenging, exciting, fair, rewarding, and growth-oriented environment for our team.

At Data Bank, we are on a mission to help organizations simplify their business processes. Our work is constantly changing and evolving, driven by the need to create remarkable business solutions for our customers. As North America s leading end-to-end business process solution provider, our employees are the heart of our success. Our people are committed to our customers in everything that we do.

That is the Data Bank difference.

Our Support team is currently recruiting for a Support Engineer to fill an immediate opportunity. In this highly visible role, you will be responsible for delivering world-class support of customer solutions. Your primary responsibilities include answering questions from customers, break/fix troubleshooting, providing documentation and software downloads as well as other position related responsibilities in a support center environment.

Primary Accountabilities include:

Technical Support & Customer Satisfaction

• Provide technical support to customers via phone, email, chat, and remote assistance.
• Troubleshoot and resolve customer issues related to services in a timely and efficient manner.
• Document and track customer inquiries, reported problems, and solutions.
• Create and maintain technical documentation, knowledge base articles, and FAQs to assist customers and internal teams.
• Assist in testing new service releases and updates to ensure quality and reliability.
• Participate in on-call rotations and after-hours support as needed.

Cross-Collaboration

• Collaborate with cross-functional teams to escalate and prioritize customer issues, driving timely resolution.
• Identify and communicate service improvements or enhancements based on customer feedback and support experiences to internal teams.
• Collaborate with other departments, such as product development and sales, to address customer needs and concerns effectively.

Qualifications/Attributes:

• High School Diploma/GED
• A minimum of 2 years’ experience with Technical Support.
• A minimum of 1 year experience with OnBase, ECM platforms/solutions and other workflow automation tools.
• Analytical mindset with the ability to interpret data and drive actionable insights.

• Strong analysis, judgment and problem solving skills.
• Excellent written, listening, and verbal communication skills including interpersonal, negotiation, and conflict resolution.
• Strong software and information technology knowledge base.
• Works well in a team environment.
• Ability to work well in a fast-paced work environment.
• Strong telephone presence and speaking skills.

INFORMATION SECURITY REQUIREMENTS:

At Data Bank, information security is a top priority. It is the responsibility of every member of our workforce to protect sensitive information at all times. As part of our commitment to clients and regulators, the following information security requirements must be satisfied and upheld for all job positions:

• Ability to pass individual background check and drug screenings, when required*
• Operate in accordance with all Data Bank information security policies and procedures.
• Understand and acknowledge all job responsibilities relating to information security and protecting sensitive company and/or client information.
• Execute information security processes and procedures as required based on job functional responsibilities.
• Protect information assets from unauthorized access, disclosure, modification, destruction or interference.
• Report information security events, incidents, and any other risks identified to designated company resources.

* As an employee of Databank, you may also be required to undergo continued or more in depth background screen