Velera

Support Engineer

• Provide first-level IT support to employees and clients through telephone, chat, email, and ServiceNow
• Handle incidents and service requests using incident management and request fulfillment processes
• Troubleshoot hardware, software, computer devices, components, network devices, and network connectivity
• Address password resets, software issues, system and network status, change inquiries, and general technical questions
• Follow knowledgebase articles and use remote access, third-party administrative applications, email, and phone tools
• Serve as the first point of contact for customers seeking technical assistance
• Perform remote troubleshooting using diagnostic techniques and pertinent questions
• Determine solutions and guide customers through problem-solving processes
• Escalate unresolved issues to next-level support personnel
• Provide accurate information about IT products and services
• Record events, problems, and resolutions in logs; follow up and update customer information
• Relay customer feedback and suggestions to appropriate internal teams
• Identify and suggest procedural improvements
• Participate in computer data recovery operations and continuous improvement efforts
• Work closely with leadership to improve customer support and satisfaction

IT Support Analyst I

Executive

• Build and improve client relationships and resolve operational issues and questions
• Serve as primary point of contact for Contact Center Services & Solutions products and client credit unions
• Support high-tier clients and proactively communicate status and resolutions
• Meet clients at Velera campuses, client corporate offices, and virtually as necessary
• Create materials for client meetings and complete process audits
• Maintain CRM records and extensive knowledge of client operational applications and systems
• Identify strategic operational opportunities and maximize payment portfolio performance
• Own operational account relationships and act as primary consultant for initiatives and issue resolutions
• Develop and implement action plans for issue resolution and improvement
• Interpret policies, operational practices, compliance requirements, SLAs, and KPIs
• Resolve complex operational and product issues using discretion and independent judgment
• Research and analyze complex, high-monetary-risk product/service requests
• Provide guidance on solution campaigns, product migrations, card portfolio modifications, new and existing products, services, mergers, and account compromise events
• Manage client expectations regarding system functionality, compliance, timeframes, and operational changes
• Identify and implement creative approaches for strategic initiatives
• Identify sales opportunities and partner with Client Growth Executives on products, services, upsell, and cross-sell opportunities
• Escalate issues with Velera and vendor partners
• Support client CEOs and operational contacts
• Prepare business review presentations and lead client account plan review meetings
• Perform other duties as assigned

IT Support Analyst I

Member Services Executive I