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Temporary Customer Support Coordinator (Part-time)

Avon, CT, USA Req #37
Wednesday, May 15, 2019
Who we are...
COCC delivers complete enterprise processing solutions to financial institutions throughout the northeastern United States. Listed among American Banker's FinTech 100 and the Inc. 5,000 fastest growing companies in the nation, COCC inspires the industry with innovation and top quality support. Designated as a Top Workplace in Connecticut, COCC recognizes employees as the core of our success! COCC offers a progressive training program to support employees in personal and professional development. 

The Temporary Customer Support Coordinator acts as a customer liaison for various software products and third party interfaces. This person facilitates resolution of issues requiring research within the established service levels. He/she also participates in customer acceptance testing, support calls, and client implementations. This is a part-time position.

Job Responsibilities:

  • Responds to a high volume of support requests

  • Researches customer issue by reviewing system documentation, user manuals and industry websites as well as application testing to troubleshoot problems

  • Schedules input of all specification changes. Assures that forms, such as ITS & Change Control Forms are completed properly and validates accuracy of maintenance performed

  • Determines area responsible for advanced resolution of issue; ensures the final resolution of the case and communicates to client

  • Develops test script pertinent to product or functionality as necessary

  • All new releases of code require customer acceptance testing. Performs tests (using test script) and provides supporting documentation on results and system functionality as requested

  • Works on assigned projects as necessary

Qualifications:

  • Associates degree in Business, MIS, IT or related field or equivalent work experience

  • Minimum of two years in banking or financial services, customer service, call center experience or equivalent

  • Experience in Payment Systems, Item Processing, Branch/Image Capture technology, Software deployment/installation, INSIGHT/DNA a plus

  • Understanding of relational databases and the ability to construct database queries a plus

  • Ability to communicate effectively with all levels of staff and management both verbally and in writing

  • Aptitude to perform critical thinking

  • Some weeks require work over 40 hours

  • Some weekend work required

COCC is committed to maintaining a drug-free workplace. All applicants are required to pass a credit, background, and substance test prior to employment. COCC procures background and consumer reports in compliance with all Federal and State regulations, including The Fair Credit Reporting Act and CT Department of Labor laws regarding pre-employment screens. COCC is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.  
  • Avon, CT, USA