Act as the technical liaison between internal and external clients, Ascensus development teams, and third party vendors.
Document client support and ensure service level standards are met.
Advocate for the RPS client to provide technical resolutions by developing, recommending, implementing and facilitating solutions.
Manage new or existing client relationships through the implementation of products and subscriptions.
Provide second level technical assistance to clients using multiple applications for troubleshooting and research.
Manage upgrades, QA testing, and rollouts of software products and services.
Utilize internal systems for project tracking and problem resolution.
Provide customer service support in a call center environment through various mediums: phone, email, and ticket system.
Recognize and anticipate problems and take appropriate actions, escalate and report as needed.
Act as client advocate and take necessary steps to exceed service standards to manage client retention/growth.

Associate Degree in Business, Finance, IT or related field or equivalent work experience required.
A minimum of 4 years customer service and technical support experience required.
Previous knowledge of financial services market and with IRA, ESA and HSA compliance preferred.
Excellent computer efficiency required.
Strong understanding of various operating systems and ISPs.
Project coordination experience required.
Must possess excellent attention to detail and problem solving skills.
Must possess excellent organizational skills.
Must be able to work within deadlines.
Excellent service skills customer service skills.
Proven ability to use effective listening skills.
Must be able to react to change positively and productively.
Ability to travel – limited.
Must be multi-task oriented.

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