Customer Service Helpdesk Application Support Analyst

Citi•Newark, DE

4d•Hybrid

About The Position

Customer Service Helpdesk Application Support Analyst Work Schedule: Friday night 8PM into Saturday morning 8AM Saturday night 8PM into Sunday morning 8AM Sunday night 8PM into Monday morning 8AM Monday night 8PM – 12AM Work schedule is currently hybrid – Two 12 hour shifts worked onsite in the Newark, DE office and 2 shifts remote. 12 week training period will be facilitated during normal business hours, Monday - Friday, between 8am and 5:30pm. Three days will be onsite. Must have the capability to work from home/remotely (PC, phone, reliable WiFi). U.S. Citizenship or Permanent Residency (green card) is a prerequisite for this position. Must pass an extensive background check which will be renewed every 5 years while in this position. Key responsibilities: • Provide phone, email, and Help Desk support for multiple government web-based applications, including in depth technical troubleshooting with agency users and their IT Support; make troubleshooting decisions based on agency’s unique security settings and criticality of user inquiry. • Log, manage, and own cases through resolution and assist with root cause analysis, identify fix and preventative measures. Ensure all cases are updated on a regular basis and clients are advised of status in adherence to service level agreements. • Provide superior service and timely resolution to high profile and sensitive clients as unresolved issues may result in a large negative financial impact. Use of critical thinking and solid judgment skills needed to mitigate possible reputational risk. • Maintain or exceed key performance identifiers at or above published expectations. • Complete daily tasks such as system validations, handling rejected items, internal and external reporting, shift turnover and delegating incoming customer inquiries to team. • Validation of high dollar amount file transmissions and escalate as needed. • Conduct user recertification process, user account management, security reporting, on-board/maintain agency and financial institution accesses in multiple applications. • Remain up-to-date with product knowledge around new functionality and releases on supported products; assist with implementing training as necessary. • Interact with internal and external Technology, Deployment/Implementations, Testing, Financial Institutions, and other government teams and partners. • Assist with the customer onboarding of new products for supported applications. • Send communications to an audience of up to 20,000 global customers for multiple applications. • Assist with User Acceptance Testing for new features and functions and perform post application release validations, compile results and report to Technology Teams. • Identify and assist with implementing process improvements and efficiencies to reduce operating deficiencies, improve productivity and mitigate risk. • Support the training and development of other team members and drive positive change to improve the client’s experience. • Support senior team members during stretch assignments. • Flexibility with schedule to ensure all service level agreements are met for providing 24/7/365 coverage. • Manage process documentation including creating, reviewing and updating as needed. • Adhere to compliance PII and SBU standards and stay up to date on required training. • May include additional responsibilities such as client site visits, knowledgebase management, internal projects and all other duties as assigned.

Requirements

3+ years' experience in Help Desk and/or application support
Bachelor's degree or equivalent job experience
Ability to troubleshoot complex technical issues with an aptitude for utilizing reporting tools, applications and systems
Proficient in all Microsoft applications
Excellent written and verbal communication skills to interact with both internal partners and external clients at all levels
Ability to present technical/analytical information to both non-technical and technical audiences
Demonstrated ability to appropriately respond under pressure and effectively multi-task in a fast paced environment
Detail oriented with good organizational skills
Superior analytical abilities and innovative thinking skills
Ability to assess complex processes and deliver practical solutions
A demonstrated history of strong interpersonal skills and positive peer engagement in a diverse environment

Nice To Haves

Previous Customer Service experience preferred
Knowledge of Public Sector business a plus

Responsibilities

Provide phone, email, and Help Desk support for multiple government web-based applications, including in depth technical troubleshooting with agency users and their IT Support; make troubleshooting decisions based on agency’s unique security settings and criticality of user inquiry.
Log, manage, and own cases through resolution and assist with root cause analysis, identify fix and preventative measures. Ensure all cases are updated on a regular basis and clients are advised of status in adherence to service level agreements.
Provide superior service and timely resolution to high profile and sensitive clients as unresolved issues may result in a large negative financial impact. Use of critical thinking and solid judgment skills needed to mitigate possible reputational risk.
Maintain or exceed key performance identifiers at or above published expectations.
Complete daily tasks such as system validations, handling rejected items, internal and external reporting, shift turnover and delegating incoming customer inquiries to team.
Validation of high dollar amount file transmissions and escalate as needed.
Conduct user recertification process, user account management, security reporting, on-board/maintain agency and financial institution accesses in multiple applications.
Remain up-to-date with product knowledge around new functionality and releases on supported products; assist with implementing training as necessary.
Interact with internal and external Technology, Deployment/Implementations, Testing, Financial Institutions, and other government teams and partners.
Assist with the customer onboarding of new products for supported applications.
Send communications to an audience of up to 20,000 global customers for multiple applications.
Assist with User Acceptance Testing for new features and functions and perform post application release validations, compile results and report to Technology Teams.
Identify and assist with implementing process improvements and efficiencies to reduce operating deficiencies, improve productivity and mitigate risk.
Support the training and development of other team members and drive positive change to improve the client’s experience.
Support senior team members during stretch assignments.
Flexibility with schedule to ensure all service level agreements are met for providing 24/7/365 coverage.
Manage process documentation including creating, reviewing and updating as needed.
Adhere to compliance PII and SBU standards and stay up to date on required training.
May include additional responsibilities such as client site visits, knowledgebase management, internal projects and all other duties as assigned.

Benefits

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards.
Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs.
Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays.
For additional information regarding Citi employee benefits, please visit citibenefits.com.
Available offerings may vary by jurisdiction, job level, and date of hire.

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