Job Description

Embark on a dynamic career in tech support, where your skills contribute to maintaining world-class technology solutions to ensure a seamless user experience.

As a Technology Support I team member in Commercial & Investment Bank Transmissions, you will ensure the operational stability, availability, and performance of our production application flows. Be part of the team responsible for troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems, ensuring a seamless user experience.

As a Technology Support I, you will serve as a front‑line client contact, primarily handling inbound phone calls while also managing email and internal case work. This role is critical to delivering consistent service levels, accurate documentation, and a strong client experience, while complying with risk, privacy, and escalation standards in a regulated environment.

Team hours in Tampa are 8:00am–9:00pm ET. Analysts must have flexibility to support business needs, including working the 12:00pm–9:00pm ET.

Job responsibilities

• Serve as a primary inbound contact center resource, handling client inquiries primarily via phone, with additional support through email, chat, and internal case transfer
• Resolve client and internal partner inquiries efficiently while meeting call handling expectations, service level agreements (SLAs), and quality standards
• Own assigned cases from intake through resolution, ensuring complete, accurate, and timely documentation in all systems
• Troubleshoot and investigate client connectivity issues, payment or transmission processing failures, and transactional inquiries using established procedures
• Analyze rejected files and transmission errors to identify common issues related to formatting, connectivity, security, or processing
• Advocate for clients by partnering with internal teams while ensuring all actions remain compliant with policies, risk controls, and escalation procedures
• Escalate issues promptly and appropriately based on defined guidelines, with clear documentation and follow‑through
• Proactively follow up on open cases to prevent aging items, missed commitments, or repeat client contacts
• Maintain high levels of client satisfaction, quality assurance scores, and schedule adherence, supporting contact center performance goals
• Demonstrate disciplined adherence to data privacy, authentication, and compliance standards, maintaining zero critical errors
• Collaborate with peers, leaders, and partners to reduce hand‑offs, improve workflows, and support team and service level objectives; Demonstrate flexibility by supporting urgent volume, shift coverage needs, and business priorities

Required qualifications, capabilities, and skills

• 1+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services
• Experience in a contact center, client service, operations, technical support role, or in a phone‑based environment
• Demonstrated ability to manage high call volumes while maintaining professionalism, accuracy, and empathy
• Strong attention to detail and ability to consistently follow procedures, scripts, and documentation requirements
• Effective analytical and problem‑solving skills, with the ability to learn and apply technical concepts
• Clear, professional verbal and written communication skills, especially in live client interactions
• Ability to manage multiple priorities while maintaining schedule adherence and productivity expectations
• Demonstrated accountability, reliability, and professionalism, including consistent attendance and punctuality
• Flexibility to work various shifts within standard business and evening hours between 8:00am–9:00pm
• Ability to build and maintain positive working relationships with teammates, leadership, and technology partners

Preferred qualifications, capabilities, and skills

• Prior experience in a financial services or regulated contact center environment
• Exposure to technical customer support, payment operations, or platform‑based service models
• Basic familiarity with file transmission concepts, text‑based file formats, or payment workflows
• Bi-lingual in Spanish or Portuguese