Product Support Analyst, Associate

DescriptionDigital Insight Corporation (DGIN), headquartered in Calabasas, CA is the leading online banking provider to over 1700 banks and credit unions nationwide. Our success is the direct result of our people, who are the brightest and most dynamic professionals in their fields. We're looking for talented professionals to succeed and grow with us as we transform the way people access and manage their total financial portfolios and strive to achieve recognition for DI as the employer of choice! We value innovative, creative people who are looking for a challenge and are able to adapt to rapid and continuous change. Other DI locations include: Sacramento, CA and Atlanta & Athens, GA.
Recognized by Forbes Magazine as one of the "25 Fastest-Growing Technology Companies".

Position Summary:
This position is primarily responsible for providing analysis and resolution of complex issues concerning products and services offered to Digital Insight's financial industry customers. The Product Support Analyst, Associate serves as the contact point for our clients via voice and e-mail interactions. They are responsible for resolving product issues and documenting issues and resolution into an interaction tracking system. Additionally, the Product Support Analyst, Associate manages and drives client issue to resolution and communicates timeframes. The Product Support Analyst, Associate is responsible for meeting the Service Level Agreements established internally for the Product Support department with regard to communications with our customers. This position is responsible for identifying and properly escalating issues to other Digital Insight departments for resolution and providing outstanding support experiences for the clients.
Duties & Responsibilities:
1) Receives voice and e-mail interactions via Apropos tool and initiates outbound communications with statuses of open incidents.
2) Communicates updates to customers is accordance with established service level standards.
3) Diagnose, troubleshoot and resolve product software issues including; browsers issues, links, system configurations, networking, access, third-party vendor products and telecommunications carriers.
4) Identifies and drive incidents via Pivotal tool to internal Digital Insight departments for resolution of issues
5) Support clients by phone/email on how to use Digital Insight products and services.
6) Develop documentation and processes to improve product support and client experience.
7) Project-based assignments.
8) Attendance at training sessions. Required ExperienceQualifications:
Along with your outstanding drive for accomplishment, the successful incumbent will bring with them:
1) Bachelor, Associates Degree or equivalent certifications or two to five years of related experience in customer or technical support, preferably in an internet or software environment.
2) Excellent verbal/written communication skills, as well as effective listening skills.
3) Excellent analytical skills; ability to determine from a complex set of variables how to resolve an issue.
4) Strong skill at multi-tasking, handling shifting priorities and timeline pressure.
5) Strong computer literacy an ability to learn company products, techniques and processes quickly and comprehensively.
6) Demonstrated ability to resolve complex problems involving software, hardware, telecommunications networks and back-end vendor systems.
7) Work Environment/Physical Demands: Long periods of sitting at a workstation

Digital Insight offers a competitive salary and benefits package, a professional work environment and opportunities for professional growth. To apply, please visit www.digitalinsight.com  Click to Apply