Mutual of Omaha Technical Support Manager / Senior Technical Support Manager - Phoenix, AZ in CHANDLER, Arizona
Primary technical relationship manager for accounting system vendors and clients. Partners with internal technology team to ensure alignment between business and technology groups.
This job posting is reflective of the Technical Support Manager essential functions, qualifications, and physical requirements. The Senior Technical Support Manager level has variable essential functions, qualifications and physical requirements. Competency and skill set will determine level of placement within the posted job family.
Essential Job Functions:
Serves as a dedicated contact to manage technical support requests from clients. Accurately assesses the customer's product issue or problem. Asks the user well thought out or detailed questions and carefully listens to the user's response to fully comprehend the need, technical issue, and best option for resolving the problem.
Engages clients in discussions regarding business processes/needs and translate output into meaningful requirements
Researches customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible. Keep current on most recent changes and/or upgrades.
Identifies and resolves application and service issues and any other questions that may arise. Answers detailed application questions.
Provides appropriate personnel a precise understanding of user's issues when the problem needs to be escalated to a higher level.
Monitors incoming cases and emails and resolves in accordance with Service Level Standards (SLS). Uses available support tools to assist the customer and/or recreate the issue.
Establishes/maintains relationship with external technology vendors to understand technology issues and opportunities for integrating vendor with Mutual of Omaha Bank technology.
Coordinates with accounting technology partners to determine changes needed and how to integrate with systems.
Manages complex accounting system and client technical integrations including coordination and testing.
Provides after hours support as needed.
Complies with all related Federal, State and Industry laws and regulations pertaining to Banking.
This position requires sitting over 66% of the time.
This position requires Visual Acuity at 20 inches (or less) over 66% of the time.
Bachelor's degree and a minimum of two years of related client-facing technical support experience.
Knowledge of file transfer protocols, SFTP tools and configuration, API terminology and types. Must understand technical fundamentals, network terms and technology.
Thorough knowledge and experience in banking and financial services industries.
Strong project management and organizational skills
Excellent communication, interpersonal, consultative and relationship management skills.
Ability to work in a fast paced and dynamic work environment while maintaining composure and flexibility.
Ability to work independently and have excellent follow through.
Strong written and verbal communications skills
Strong interpersonal skills to communicate effectively with vendors, clients, business, and technology partners
Strong problem solving and multi-tasking ability
Strong business analysis skills and ability to quickly learn new processes and systems
Critical thinker with excellent judgment and strong initiative
- Banking and HOA experience preferred
If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at 1-800-780-0304. We are available Monday through Friday 7 am to 4:30 pm CST.
For all other inquiries, contact our HR Helpline at 1-800-365-1405, option 4.
Mutual of Omaha and its affiliates are an Equal Opportunity /Affirmative Action Employer, Minorities/Female/Disabled/Veteran
To All Recruitment Agencies: We do not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.