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Sr Technical Support Analyst

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Customer Support
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Join us as we “DRIVE PAYMENTS AT THE SPEED OF CHANGE”.
 
At ACI Worldwide, we are ACHIEVERS, COLLABORATORS, INNOVATORS. We come together from across the GLOBE with a singular goal – to POWER global commerce with our INNOVATIVE technology solutions.
 
ACI Worldwide, the Universal Payments company, powers electronic payments and banking for more than 5,100 financial institutions, retailers, billers and processors around the world. ACI software processes $14 trillion in payments and securities transactions for more than 300 of the leading global retailers, and 18 of the world’s 20 largest banks. We have a definitive vision of how electronic payment systems will look in the future and we have the knowledge, scale and resources to deliver it. As a Technical Support Analyst/Sr you too can help us drive payments at the speed of change.
 

JOB SUMMARY:
Provides technical support to company customers, field engineers and technicians who are diagnosing, repairing and debugging complex electro/mechanical equipment, computer systems, complex software and networked or wireless systems. Isolates or fixes problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature. Normally receives little instruction on day-to-day work, general instructions on new assignments.

 

DIMENSIONS:
Standard work environment
Travel required, may be domestic or international

 

JOB ACCOUNTABILITIES:
Understand and Adhere to all Corporate Policies to include but not limited to ACI Code of Ethics and Global Information Security.

Researches and resolves customer reported issues related to a product or discipline. Gathers data, tests and replicates problems. Answers questions related to configuration and operation by testing, reviewing code (if available) and reviewing documentation.

May install application and troubleshoot failure of installations.

Consults with and coordinates the efforts of other technicians to resolve customer issues and questions in a timely manner.

Perform other duties as assigned.

 

POSTING JOB PREFERENCES:
Strong communication and interpersonal skills.
Strong attention to detail.

 

MINIMUM JOB QUALIFICATIONS:

  • Bachelor’s degree in Computer Science, Management of Information Systems or a related degree or an equivalent experience in product/application support.
  • 2 years of product/application support and or development experience.
  • An understanding of multiple OS platforms and SaaS environments.
  • Ability to write complex SQL queries.
  • Hands on experience with troubleshooting IT applications with application, web, database, and networking issues.
  • Ability to learn new software products quickly to keep up with changes in organization.
  • Strong analytical, organizational, communication, interpersonal skills and project management skills are essential.
  • Ability to work well under pressure and manage priority on multiple tasks .
Highly Desired Skills:
  • 5 or more years of product/application support and or development experience.
  • Prior experience using SalesForce as a case management system.
  • Knowledge of SQL Java will be helpful to this job well.
  • Knowledge of payments industry is highly advantageous.
  • Knowledge of Retail Commerce Service, Postilion payments software, and Point of Sale devices is a definite plus.

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