Client Support Analyst

Role Summary

Role Summary/

Purpose:

The Client Support Analyst will serve as a technical point-of-contact between Synchrony technology organizations and clients’ and technology partners’ technical teams to provide support for the Health & Wellness platform. Reporting to the VP, Client Support Lead, the primary focus of the role will be adherence to clients’ contractual service level agreements (SLAs) with responsibilities to include monitoring, assessing, and communicating metrics related to Synchrony’s authorization process specific to system availability, authorization timeliness and any outages, whether planned or unplanned.

Other responsibilities will include providing technical support of payment and financing solutions with clients and technology partners in all Health & Wellness industries; log, triage, and resolve technical support incidents reported to Synchrony by either the client/partner or internal stakeholders.

• Collaborate with SYF engineering and support teams on client requirements for SLA reporting to ensure adherence to contractual obligations.
• Communicate SLA dashboards to clients, including applicable internal client relationship management team, as outlined within the client contracts.
• Utilize in-place tracking tools such as Service Now to formally document technical support incidents received from internal and/or external stakeholders.
• Partner with Sales and various technology teams to assess incidents, identify root cause and implement corrective actions.
• Deliver optimal service to align with contractual service level agreements and/or client/partner classification using data such as profitability models.
• Create artifacts, such as standard operating procedures and/or knowledge base articles, for internal support team activities.
• Manage day-to-day support activities for existing client/technology partner base concurrently with integration activities of new partnerships.
• Foster and maintain strong working relationships with various internal business functions, as stakeholders, which include but are not limited to Sales, Provider Contact Centers, Product teams, and Engineering teams, to deliver products and services for our clients, providers and customers.
• Ensure compliance against all applicable Synchrony policies and procedures to maintain risk management framework.
• Perform other duties and/or manage special projects when the need arises to meet or exceed business goals and objectives.

• Bachelor's degree with a minimum of 2 years of Information Technology experience, or in lieu of degree, a High School Diploma/GED with a minimum of 5 years of experience in Information Technology.
• Ability to work Monday - Friday within the period of 7:00AM - 11:00PM ET with flexibility to work Saturday 7:00AM – 4:00PM ET as incidents and/or outages occur.
• 2+ years of experience to include (can be concurrent):
• Project management
• Financial Services
• Ability and flexibility to travel for business as required

• Strong verbal and written communication, and critical thinking skills.
• Strong client/customer focus and ability to manage client/customer expectations.
• Strong analytical and technical skillset used to assess and resolve technical incidents encountered by clients/partners.
• Client relationship management experience including the use of Salesforce.
• Understanding of Business-to-Business (B2B) and Business-to-Consumer (B2C) point of sale (POS) processing.
• Experience with using Splunk and other technologies, such as Service Now, for production support.
• Knowledge and working experience with Application Programming Interfaces (APIs), payment processing channels, acquisition systems, and other supporting technology platforms used within Synchrony.
• Experience and knowledge of Agile framework methodologies, including Scrum, Kanban and/or SAFe.
• Developing and executing integration and support test scripts.
• Experience working as a liaison across various business functions on various IT initiatives.
• Desire to work in a dynamic, fast paced environment and drive continuous improvement for the immediate team, cross-functional stakeholders, processes and…