Technical Support Officer

JOB SUMMARY:

 

 The Technical Support Officer  position reports to the Electronic Banking Operations and Technical Support Manager. This position is responsible for assigned tasks and project activities in the Electronic Banking Technical Support area as assigned by the Electronic Banking Operations and Technical Support Manager. Supported Electronic Banking product areas include: Personal Online Banking, Business Online Banking, Online Bill Payment and Presentment, ATMs, Cardbase, VRU, and other areas as assigned. ESSENTIAL FUNCTIONS: Complete the following tasks and projects as assigned by the Electronic Banking Operations and Technical Support Manager:Keep abreast and increase knowledge of the technical aspects of the following products and systems offered by UCB, including enhancements and changes: Personal Online Banking, Business Online Banking, Online Bill Pay and Presentment, ATMs, Cardbase, Voice Response Unit, and others as assigned. Implement new Electronic Banking system products and enhancements as assigned by and in conjunction with the Electronic Banking Operations and Technical Support Manager to include all aspects: reviewing request received from product management or other source; scoping product feasibility, cost, and turnaround; determining technical specifications in conjunction with the Electronic Banking Operations and Technical Support Manager; working with the service provider to set parameters; review reports as needed; conduct product system testing, including drafting of the test script, performance of product testing, identification of issues, documentation of test results, and follow up and resolution of test issues prior to implementing new systems or services into production; conduct new product and enhancement system training for the Electronic Banking Operations Support group and the Customer Service Center; draft and publish branch communication prior to putting new product or enhancement into production. Validate, troubleshoot, and report Electronic Banking technical issues and follow up on issue resolution and change requests with service providers. Draft communications and training materials for branches and departments regarding technical enhancements, changes, and issues. Test, research, and resolve electronic banking technical support issues reported by branches, departments, and customers. Set up and follow up on ATM installations, swaps, deinstalls, and upgrades: order new ATM hardware and software, advance preparation with vendors and branch, submit ATM network change form to service bureau, coordinate with UCB network group, prepare and send ATM instructions and supplies to branches, work with ATM service provider and service bureau to bring new ATM live and to ensure proper operation and training, follow up with branches on project results and troubleshoot any related issues. Research, troubleshoot, and answer technical support questions for the CustomerServiceCenter, Electronic Banking Operations Support, branches, other departments Conversions and Acquisitions: As assigned by and in conjunction with the Electronic Banking Operations and Technical Support Manager, participate in and take the lead in activities related to system conversions and acquisitions in the Electronic Banking Technical Support area to ensure accurate and timely conversions of multiple systems simultaneously. This includes analysis of the system(s) being converted to identify interface and functionality gaps; recommending resolutions for any identified gaps; setting conversion parameters; working with system providers and other banks on conversion parameters, reviewing test reports, test files, resolution of issues; updating project plans; interacting with bank personnel and vendors to coordinate and verify conversion activities and parameters; setting up any system changes needed to accommodate conversion changes as assigned by the Electronic Banking Operations and Technical Support Manager; recommending hardware and software changes needed, if any, for conversion; implementing approved system changes in preparation for the conversion as assigned; following through on the conversion of the multiple systems at conversion time including pre-conversion card reissue and ATM conversion activities; follow up and resolution of any post-conversion issues; communication of conversion activities and any related changes to the Electronic Banking Operations Support group and the customer service center.Extract edc files from ATMs. Change online messages per schedule and/or as assigned.Create queries and reports as assigned.Assist with user certifications as assignedDocument and follow up on invoicesPerform other duties and responsibilities as assigned by the Electronic Banking Operations and Technical Support ManagerKnowledge and Experience: 1. High school degree required. BA in Business, Banking or related field preferred.2. Minimum of five years of experience in banking/systems with advanced operations and system knowledge and experience to include business processes and product implementation.3. Experience in online banking, ATM, and cardbase support is a plus.4. Excellent oral and written communication skills required. Skills and Abilities: 1.  Must be exceptionally detail-oriented and possess excellent organizational, problem solving, verbal and written communication, and follow up skills. 2.  Must be able to handle multiple priorities and multi-task well to ensure accurate and timely completion of all tasks and projects.3. Must have intermediate knowledge of electronic banking systems, including online banking use in general.4. Must be able to maintain a positive, professional demeanor with vendors and company personnel.