Provide professional application and technical support & consultation to clients of D+H Payment products, typically banks or major corporations
Act as a tier 3 escalation point for Technical Application Support staff; execute escalation procedures when applicable, as defined by management
Provide guidance, training and mentorship for support staff of all levels
In-depth training for new staff
Ongoing training for staff of all levels
Create training materials and training plans for future and current staff
Assist with day-to-day team coordination as a backup to management
Create and maintain documentation pertaining to daily operations of the group
Work collaboratively with customers’ and D+H technical groups for connectivity to various interfaces/applications such as the Federal Reserve Bank, Depository Financial Institutions, and other third party vendors
Work assigned cases through the full case management life cycle
Continually monitor and update all assigned cases in Salesforce CRM with timeliness, accuracy, and relevant information using appropriate customer-facing communication as judged by management
Help other staff work their cases to resolution in the same fashion
Cases are accessible internally and by D+H clients.
Closely follow all processes as formally documented and as otherwise defined by management; seek and suggest improvements to process
Lead installation, implementation and client coordination of testing fixes provided by development for production related issues; document work following change control protocol
Install and maintain test environments for support of the group
Participate in and often lead infrastructure changes that relate to Payment products
Maintain and expand support expertise by learning, as necessary, International and Domestic Payments Products and the software applications D+H sells
Contribute to a positive atmosphere of teamwork through collaborative behavior and open communications

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Vetted IT Help Desk Assistants
Cut Labor Costs by 70%