Commercial Customer Account Support

COMMERCIAL CUSTOMER ACCOUNT SUPPORT ASHBURN, VA 1 YEAR CONTRACT, EXTENSION POSSIBLE

At COMPUCOM, we set you up for job success right from the start. Our precision recruiting process aligns the right fit for the right people.

The Account Manager supports financial institutions utilizing one or more of the client supplied software products that provide commercial or government credit card reporting and management.

MUST HAVE SKILLS:
Experience working at a Bank or with Banks in a Customer/Client Support position; Understanding of Network, ERP, and FTP (File Transfer) technologies to identify, troubleshoot, and resolve application usage issues while being able to translate technical resolutions to non-technical clients.

PRIMARY RESPONSIBILITIES:

- Provide essential, high value consultative support to client's customers to ensure expectations are exceeded.
- Understand the customer's needs, business requirements, and priorities.
- Manage customer expectations
- Identify, troubleshoot, and resolve application usage issues. Own and manage issues through resolution, working with business or development groups.
- Assure prompt and permanent resolution of client inquiries relating to general functionality support for web-based software applications.
- Foster a positive environment and contribute new ideas/find solutions to business challenges for external and internal constituents.
- Liaise, build and drive relationships with various teams (Implementations, Operations, and Product)
- Proactively identify opportunities and implement recommendations to increase service quality and/or efficiency by recognizing and analyze any trends in support
- Make well-reasoned decisions independently
- Maintain a working knowledge of client web based software applications and systems

REQUIRED QUALIFICATIONS:

- Experience in Customer/Client Support in the banking industry
- Understanding of Network, ERP, and FTP (File Transfer) technologies to identify, troubleshoot, and resolve application usage issues while being able to translate technical resolutions to non-technical clients
- Advanced user skills with Microsoft Office products (Outlook, Excel, Word, Access, PowerPoint)
- 3-5 years experience in a Customer Support role in software, financial or information services
- SQL tools and querying experience
- Client portfolio management a plus
- College degree or equivalent experience
- Understanding of basic accounting principles including cost allocation methods, expense management, and general ledgers applications
- Good functional knowledge of web technologies
- Familiarity with payment technologies, including purchase card and travel card solutions
- Highly motivated self-starter with organizational, conceptual, and strong analytical problem solving skills
- Ability to set priorities, able to multitask in a complex/fast-paced setting
- Excellent interpersonal skills and a proven ability to build and maintain highly satisfied customer relationships
- Ability to work both as part of a team and independently
- Strong technical aptitude with the ability to absorb technical information and apply it to business solutions
- Comfort level with public speaking
- Excellent customer service skills and attention to detail
- Fluency in English - spoken and written; Additional languages a plus

DESIRED SKILLS:

- Understanding of data to UI interface guides and specifications
- ERP integration techniques
- Understanding of account payables processes
- Advanced knowledge of the purchase, travel and fleet card industry as it applies to commercial clients

TECHNICAL EXPERIENCE:

- Microsoft Outlook, 3+ years
- Enterprise Resource Planning (ERP) application, 3+ years
- Microsoft Access, 3+ years
- Microsoft Excel, 3+ years
- Microsoft PowerPoint, 3+ years
- File Transfer Protocol (FTP), 3+ years
- SQL Query, 3+ years
- Troubleshooting, 3+ years

CompuCom, the leading IT outsourcing specialist, delivers IT your way. Our clients like working with us because they know that, with CompuCom, it's all about you. Our unique ITSM strategy blends your data center, network, voice, and end user computing environments in an innovative fashion. This radically simplifies your IT, allowing you to focus on growing your business and serving your customers. We are highly regarded by worldwide and regional organizations alike for our pragmatic approach, best practices, and highly skilled workforce. This balance provides the perfect alternative to address the evolving challenges facing you, today and in the future. More than a trusted advisor, CompuCom is your trusted doer.