Implementation Solutions Analyst

Join Fintech in Tampa, Florida as an Implementation Solutions Analyst!

The Implementation Solutions Analyst supports Fintech clients, partners, third parties, and internal teams by resolving technical inquiries. This role is client-facing and provides advanced technical support across Fintech's services to ensure a positive client experience. The analyst works closely with clients and internal teams to set up new file integrations, troubleshoot technical problems, and improve processes. Success in this role requires strong technical skills, clear communication, and a customer-focused approach to support data integrations, improve efficiency, and build long-term client satisfaction, an important part of the company's commitment to excellent client service.

Essential Functions:

* Provide Level II support for all service offerings.

* Collaborate with cross-functional teams, including Sales, IT, and Client Services, to ensure timely issue resolution, clear escalation paths, and a positive overall client experience.

* Assist with internal client operational support, including but not limited to application setup, application errors, data queries, and product training.

* Provide technical support and research assistance to internal and external clients.

* Provide Level II support for file format issues, questions, and modifications, including end-of-day file inquiries, file mapping setups, and file regeneration at client request.

* Conduct initial technical contact calls for new clients to introduce data standards and file specifications (EDI, XML, proprietary formats), file transmission protocols (AS2, FTP, FTPS, SFTP, HTTPS), and testing procedures and time frames.

* Directly support clients with technical inquiries and application errors requiring additional research and development.

* Assist with updating standard operating procedures (SOPs) and creating training documentation for internal and external use.

* Maintain up-to-date knowledge of Fintech policies, products, services, and internal procedures.

* Partner with Product Management, to drive continuous process improvements, reduce recurring issues, and enhance scalability while maintaining a high-quality client experience.

* Keep management informed of critical customer situations.

* Proactively conduct quality checks and report findings to management, including recommended improvements.

* Analyze recurring client issues and support trends to identify root causes, document findings, and proactively recommend corrective actions or preventative solutions.

* Build and maintain strong customer relationships as a trusted advisor, ensuring customer satisfaction and long-term success with company products and services.

Qualifications:

* Bachelor's degree in MIS, Computer Science, Engineering, a related technical field, or equivalent experience preferred but not required.

* Experience with Oracle SQL / SQL Developer required.

* 1 to 3 years of technical experience.

* Strong verbal and written communication skills.

* Demonstrated problem analysis and problem-solving abilities.

* Strong solution and product knowledge.

* Strategic thinking with the ability to multi-task effectively.

* Detail-oriented with strong attention to accuracy.

* Ability to assess and take action on escalated issues.

* Exceptional organizational skills with the ability to prioritize assignments.

* Ability to produce results efficiently and under time constraints.

* Strong aptitude for technical support.

* Knowledge of computer networking and troubleshooting systems.

* Proficiency in multiple software applications, including Word, Excel, PowerPoint, and Outlook.

* Experience with helpdesk or ticketing systems is a plus.

* Experience developing and maintaining SOPs, runbooks, and escalation workflows.

* Customer-focused mindset with a commitment to improving user experience and ensuring long-term client success.

* Ability to build trusted client relationships, understand business needs, and recommend best-fit solutions or improvements.

* Experience in the Consumer Packaged Goods (CPG) industry is a plus.

Our Benefits:

* Employer Matched 401K

* Company Paid Medical Insurance Option for Employee and Dependent…